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Build your first chat bot with WhatsApp, Twilio and Dialogflow

Dale Humby
November 30, 2019

Build your first chat bot with WhatsApp, Twilio and Dialogflow

Today's customers expect an always on experience – to transact and have their questions answered whenever and wherever they are – without downloading an app or searching a slow website.

A way to achieve this is through a WhatsApp chat bot that is always ready to help, but building a bot that doesn't frustrate clients is surprisingly tricky.

In this talk I'll walk you through building your first chat bot using integrated tools like WhatsApp, Google Assistant, Twilio and Dialogflow for natural language processing, all without needing a PhD in machine learning.

Dale Humby

November 30, 2019
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  1. Build your first chat bot with WhatsApp, Twilio and Dialogflow

    Dale Humby CTO, Nomanini Google Cloud Platform Developer Expert
  2. Dialogflow Agent Unstructured language “Please can I have a coffee?”

    “Deliver a flat white to 3 Main Rd at 10am” “Espresso. Black, please.”
  3. Dialogflow Agent Unstructured language Structured data “Please can I have

    a coffee?” “Deliver a flat white to 3 Main Rd at 10am” “Espresso. Black, please.” $time $location $coffeeType
  4. Dialogflow Agent Unstructured language Structured data “Please can I have

    a coffee?” “Deliver a flat white to 3 Main Rd at 10am” “Espresso. Black, please.” $time $location Expression $coffeeType
  5. Dialogflow Agent Unstructured language Structured data “Please can I have

    a coffee?” “Deliver a flat white to 3 Main Rd at 10am” “Espresso. Black, please.” $time $location Expression Intent $coffeeType
  6. Dialogflow Agent Unstructured language Structured data “Please can I have

    a coffee?” “Deliver a flat white to 3 Main Rd at 10am” “Espresso. Black, please.” $time $location Expression Intent Parameters $coffeeType
  7. Top tips for building a good conversational UI “AI” “Can

    I teach this to a high school student in 1 hour and expect them to do it well?”
  8. Top tips for building a good conversational UI “AI” “Can

    I teach this to a high school student in 1 hour and expect them to do it well?” Find all the cat photos Spam / not? Answer simple questions Order and deliver coffee
  9. Top tips for building a good conversational UI “AI” “Can

    I teach this to a high school student in 1 hour and expect them to do it well?” Summarise current world affairs Give me a legal opinion on ... Predict the stock market Find all the cat photos Spam / not? Answer simple questions Order and deliver coffee
  10. Top tips for building good conversational UI’s • Simple, structured

    requests – fast, accurate answers • Give it a personality • Check logs ◦ Analytics ◦ Unmatched intents ◦ Improve training data
  11. So you want WhatsApp for business… our story • Brace

    yourself… took me 6 months • Need to use an aggregator (e.g. Twilio) • Need Facebook for Business • Twilio WhatsApp is very beta. I probably sent 8 support tickets. Dashboard broke after each stage • SA telephone number (+27) did not work. US number did • WhatsApp profile pic 640x640 jpg (no transparent background) • WhatsApp has to approve your push messages • Unlikely to get the green tick (unless you’re a global brand)
  12. Resources Dialogflow dialogflow.cloud.google.com (free) Twilio twilio.com/try-twilio ($15 credit at signup)

    Codelabs Build your first chatbot with Dialogflow codelabs.developers.google.com/codelabs/chatbots-dialogflow-appointment-scheduler/ Build Actions on Google Assistant codelabs.developers.google.com/codelabs/actions-1 Dale Humby [email protected] dalehumby.com We’re hiring nomanini.com/careers
  13. Final tip: Use Chatbots as another tool in your toolbox

    Chatbot KB Suggest answers Sentiment analysis Speech ⟷ text Transcripts Customer satisfaction Handoff to human operator