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Expanding your Customer Experience with easy steps

Expanding your Customer Experience with easy steps

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Lee Boonstra

May 25, 2018
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  1. 1 Expanding your customer experience in easy steps Lee Boonstra,

    Customer Engineer Google Cloud leeboonstra@google.com
  2. 2 Expanding your customer experience... Chatbots for websites or social

    media platforms. Voice activated speakers & smart assistants:
  3. 3 • End-to-end development suite for building conversational UI. •

    Previously known as API.AI • Sept 2016, acquired by Google • Powered by Machine Learning Dialogflow
  4. 4 Why Dialogflow • Powered by Machine Learning (NLP) •

    Scalable: separate your conversation text from code • Build faster with the Web UI • Advanced fulfillment options and multi channel integrations • Analytics • Speech / Voice Integration • Multi-lingual bot support (20+ languages) • Part of Google Cloud (60+ cloud services) Intent Recognition (NLP) ... Web Console Powerful SDK Supervised Training Cross-platfor m
  5. 5 What’s new? • Soon Dutch Assistant in the Netherlands!

    • Six new voices ◦ Including John Legend ◦ Voices were created through Wavenet • Smart Displays: Support for AoG table cards • Dialogflow History Support • Diagnostic Info • Train Negative Fallback examples • Dialogflow Enterprise in GA!
  6. 6

  7. 7 Dialogflow Enterprise

  8. 8 Part of Google Cloud also means: • Easy integration

    /setup with 60+ products & services. Other advantages
  9. 9 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.
  10. 10 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
  11. 11 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
  12. 12 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
  13. 13 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
  14. 14 Upgrade to Enterprise

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

  16. 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
  17. 17 • https://github.com/dialogflow/agent-human-handoff-nodejs Example available:

  18. Confidential + Proprietary Confidential + Proprietary Analytics Analyze and Optimize

    your bots
  19. 19 • Dialogflow bot analytics • (From Chatbase) Bot Analytics

  20. 20 • New: Dialogflow conversation history History

  21. 21 • 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
  22. Confidential + Proprietary Confidential + Proprietary Machine Learning for Chatbots/Assistants

  23. 23 • Data Loss Prevention API Machine Learning APIs

  24. 24 • Data Loss Prevention API • Natural Language API

    Machine Learning APIs
  25. 25 • Data Loss Prevention API • Natural Language API

    • Vision API Machine Learning APIs
  26. 26 • Data Loss Prevention API • Natural Language API

    • Vision API • Speech to Text API ◦ New: Text to Speech API Machine Learning APIs
  27. Confidential + Proprietary Confidential + Proprietary “Which customers are unhappy

    and why?”
  28. Confidential + Proprietary Confidential + Proprietary “How can I improve

    the user experience?”
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  34. Confidential + Proprietary Confidential + Proprietary Demo https://github.com/savelee/kube-django-ng

  35. 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
  36. 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
  37. 37 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