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Expanding your Customer Experience with easy steps

Expanding your Customer Experience with easy steps

April 11 - Dialogflow Day at Google

Lee Boonstra

April 13, 2018
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  1. 1
    Expanding your customer
    experience in easy steps
    Lee Boonstra, Customer Engineer Google Cloud
    [email protected]

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  2. 2
    Dialogflow Enterprise

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  3. 3
    Part of Google Cloud also means:
    ● Easy integration /setup with 60+ products &
    services.
    Other advantages
    Container
    Registry
    Cloud
    Functions
    App
    Engine
    Kubernetes
    Engine
    Compute
    Engine
    BigQuery
    Cloud
    Dataflow
    Cloud
    Dataproc
    Cloud
    Datalab
    Cloud
    Pub/Sub
    Cloud Machine
    Learning

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  4. 4
    Part of Google Cloud also means:
    ● Easy integration /setup with 60+ products &
    services.
    ● Stay in the cloud. Improve latency & security.
    Other advantages
    User types in
    Web
    Interface
    Machine
    Learning
    Detection
    Call to
    Dialogflow
    Store in
    Data
    Warehouse
    Webhooks
    Return to
    customer
    vs.

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  5. 5
    Part of Google Cloud also means:
    ● Easy integration /setup with 60+ products &
    services.
    ● Stay in the cloud. Improve latency & security.
    ● Logging, Tracing, Debugging, Error reporting
    Other advantages

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  6. 6
    Part of Google Cloud also means:
    ● Easy integration /setup with 60+ products &
    services.
    ● Stay in the cloud. Improve latency & security.
    ● Logging, Tracing,Debugging, Error reporting
    ● User Roles, Permissions
    Other advantages

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  7. 7
    Part of Google Cloud also means:
    ● Easy integration /setup with 60+ products &
    services.
    ● Stay in the cloud. Improve latency & security.
    ● Logging, Tracing,Debugging, Error reporting
    ● User Roles, Permissions
    ● Compliant
    Other advantages

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  8. 8
    Part of Google Cloud also means:
    ● Easy integration /setup with 60+ products &
    services.
    ● Stay in the cloud. Improve latency & security.
    ● Logging, Tracing,Debugging, Error reporting
    ● User Roles, Permissions
    ● Compliant
    ● Scalable, No Ops
    Other advantages

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  9. 9
    Upgrade to Enterprise

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  10. Confidential + Proprietary
    Confidential + Proprietary
    Human take-over

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  11. Confidential + Proprietary
    Human take-over chatflow with sentiment detection
    Your users type into a chat
    UI which can be integrated
    in your apps, websites or
    social media channels.
    When user ask to talk with
    a human, the operator can
    take over from the chatbot.
    Detect in real-time the
    users mood, and let the
    operator take over from the
    chatbot.
    This solution uses
    Kubernetes containers with
    Socket.io to enable
    realtime, bi-directional
    communication between
    web clients and servers.
    Architecture: Dialogflow with human handoff
    User types in chat UI
    Chatbot or User replies
    Operator Dashboard
    Kubernetes Engine
    Container Registry
    Customer Client
    Kubernetes Engine
    Back-end
    Kubernetes Engine
    Back-end
    Kubernetes Engine
    NLP
    API
    ML call for
    sentiment
    detection
    Pass user
    utterance to
    chatbot
    Return text response to user
    User asks
    to talk with human
    Negative sentiment
    let a human take over the conversation
    Operator types in chat UI
    User replies
    Containers images can be
    stored in the Container Registry
    Dialogflow
    Enterprise

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  12. 12
    ● https://github.com/dialogflow/agent-human-handoff-nodejs
    Example available:

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  13. Confidential + Proprietary
    Confidential + Proprietary
    Analytics
    Analyze and Optimize your bots

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  14. 14
    ● Dialogflow bot analytics
    ● (From Chatbase)
    Bot Analytics

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  15. 15
    ● Custom implementation (Pub/Sub and BigQuery)
    ● Learn which questions has been asked the most
    ● Improve your bot over time
    ● Track user experience
    Chatbot User Analytics

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  16. Confidential + Proprietary
    Confidential + Proprietary
    Machine Learning
    for Chatbots/Assistants

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  17. 17
    ● Data Loss Prevention API
    Machine Learning APIs

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  18. 18
    ● Data Loss Prevention API
    ● Natural Language API
    Machine Learning APIs

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  19. 19
    ● Data Loss Prevention API
    ● Natural Language API
    ● Vision API
    Machine Learning APIs

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  20. 20
    ● Data Loss Prevention API
    ● Natural Language API
    ● Vision API
    ● Speech to Text API
    Machine Learning APIs

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  21. Confidential + Proprietary
    Confidential + Proprietary
    Demo

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  22. Confidential + Proprietary
    Advanced Chatflow with machine learning bot analytics
    User types to custom UI
    or channel
    Chatbot replies
    Dialogflow
    Enterprise
    Customer Client
    JS Angular 5 web front-end
    Kubernetes Engine
    Chat Server
    Dialogflow SDK / socket.io
    Kubernetes Engine
    Back-end CRM
    Python / Django
    Kubernetes Engine
    Container
    Registry
    Containers images can be
    stored in the Container Registry
    Messaging Publisher
    Pub/Sub
    Webhook
    Router
    Cloud Function
    Webhook
    Container
    Builder
    Building Dev
    Pipelines

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  23. Confidential + Proprietary
    Advanced Chatflow with machine learning and bot analytics
    User types to custom UI
    or channel
    Chatbot replies
    Dialogflow
    Enterprise
    Customer Client
    JS Angular 5 web front-end
    Kubernetes Engine
    Chat Server
    Dialogflow SDK / socket.io
    Kubernetes Engine
    Back-end CRM
    Python / Django
    Kubernetes Engine
    Subscription
    Cloud Function
    Sensitivity
    Filter
    DLP API
    Sentiment
    Detector
    NLP API
    Data
    Warehouse
    BigQuery
    Messaging Publisher
    Pub/Sub
    Webhook
    Router
    Cloud Function
    Webhook

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  24. 24
    I’ve built this demo on my own in a couple of evenings.
    Improve your user experience with a little more cloud.
    ● Fast & Easy integration of various cloud products:
    ○ Kubernetes Engine, Cloud Builder, Container Registry
    ○ Cloud Functions, Pub/Sub, BigQuery
    ○ DLP API, NLP API
    ● Cloud IAM, Logs, Traces, Debugging, Error reporting out of the box
    ● Scalable & Complaint: Ready to go live.
    Conclusion

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