Virtual agent in Dialogflow Cx

Overview

Creating Entities:

• A conversation includes representative words and phrases, and you can use these to dissect and interpret the customer’s needs.
• By giving Synonyms, you are doing two things, providing more phrases and terms for dialogue flows natural language understanding or NLU, to map what a customer says to what you internally call your tiers
• Give your intent some training phrases. This is important because this helps Dialogflow start the natural language understanding process by giving 5-10 represented phrases that your customers frequently use to describe, that is, the action they want from you.
• Redact in log would be enabled if the information is sensitive and the value should not be stored in plain text in logging.

Design Virtual Agents:

Agents and Routes:

Head Intent

• The head intent is the main topic of the conversation.
• Flows are the overall sequence or blocks of instructions.
• Pages define what to do in specific states of the conversation.
• Routes define where to go next when the state of the conversation changes.
• We refer to an intent specifically as a head intent when we want to indicate it as the main topic of conversation.

Pages

• Represents the possible states of the conversation