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Build your first chat bot with WhatsApp, Twilio and Dialogflow Dale Humby CTO, Nomanini Google Cloud Platform Developer Expert

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90’s

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90’s 00’s

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90’s 00’s 10’s

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Average user spends 2 hours 22 min per day on their phone

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Meet your customers where they already are

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90’s 00’s 10’s Next

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Don’t have to learn a new UI

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Departures Fast answers to simple questions

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Opportunity for a personal connection

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WhatsApp

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Dialogflow WhatsApp

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Dialogflow WhatsApp

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API Backend services 0xc0ffee lab

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API Backend services 0xc0ffee lab

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Dialogflow API Backend services 0xc0ffee lab

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Dialogflow Agent

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

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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

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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

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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

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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

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Dialogflow Agent Let’s build

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Dialogflow API Backend services 0xc0ffee lab

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API Backend services 0xc0ffee lab Dialogflow

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Dialogflow API Backend services 0xc0ffee lab

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Dialogflow API Backend services 0xc0ffee lab Firebase Functions

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Dialogflow API Backend services 0xc0ffee lab Firebase Functions Google Assistant

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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?”

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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

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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

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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

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So you want WhatsApp for business… our story

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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)

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Send a WhatsApp message to +1 415 523 8886 with code join eventually-seems

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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

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Thanks [email protected]

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OMG the demo failed

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Send a WhatsApp message to +1 415 523 8886 with code join eventually-seems.

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Backup slides

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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