Expanding your Customer Experience with easy steps

Transcript

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!
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?”
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