UPDATED 11:00 EDT / FEBRUARY 19 2020

chatbot-4071274_1280 AI

Google updates Dialogflow AI engine to help customers create better virtual agents

Google LLC today debuted some important updates to its Dialogflow, the main technology that powers its Contact Center AI service for automating interactions with customers in call centers.

Dialogflow is a conversational artificial intelligence engine used to create virtual agents that can understand and respond to all manner of queries from callers, using both voice and text as a medium.

The main update today is a new “Dialogflow Mega Agent” in beta test mode that increases the number of “intents” available to virtual agents by up to 10 times, to 20,000 in total.

“Increasing the number of intents means more training phrases, actions, parameters, and responses to help your Virtual Agent interact with customers and get their issues resolved more efficiently,” Levent Besik, director of product management at Google Cloud, and Shantanu Misra, a Google Cloud product manager, wrote in a blog post.

Regular Dialogflow agents are limited to just 2,000 intents, but increasing the limit enables Contact Center AI agents to have more “natural and seamless conversations” and to pivot questions and intent when they want. As a result, Google said, customers can tackle more use cases in order to better serve their customers.

Other updates include a new Dialogflow Agent Validation tool that developers can use to identify flaws within the agents they create.

“It does this by highlighting quality issues in the Dialogflow agent design, such as overlapping training phrases, wrong entity annotations, and other issues, and giving developers real-time updates on issues that can be corrected,” Besik and Misra said. “Reducing errors leads to faster bot deployment, and ultimately, higher-quality Dialogflow agents in production.”

Dialogflow Versions and Environments meanwhile enables developers to create multiple versions of the same agent that can be used for different environments, including testing, development, staging, production and so on.

In addition, Google announced a new Dialogflow Webhook Management application programming interface.

“With Webhook Management API, you can now create and manage webhooks, making it easier for enterprises to programatically fulfill their queries,” Besik and Misra said. “As Dialogflow processes and fulfills millions of queries daily with webhook, this new API, which was previously limited to the Dialogflow console, will help enterprises speed up their agent design process.”

Google said the new features in Contact Center AI can be accessed today via the Dialogflow console or API.

Image: mohamed_hassan/Pixabay

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