Dialogflow Expert Chapter Lead ERG Gayglers Public Speaker (since 2013) Writer/Blogger for Techzine, .Net Magazine, Marketingfacts.nl, CustomerTalk.nl and Google Cloud Blog www.leeboonstra.com
2, mobile web development) Technical Trainer @ Sencha Inc. 2012 - 2016 Lead Client-side Engineer @ Valtech 2009 - 2012 Senior Java Developer @ Accenture 2007 - 2009 Founder of my own company 2004 www.leeboonstra.com
AI solutions Cloud Job Discovery Contact Center Document Understanding Cloud AI building blocks Cloud AI platform Cloud ML Engine Cloud Video Intelligence ML professionals & service partners ASL Professional Services Organization Cloud AutoML Vision Vision Cloud Vision Language Cloud Natural Language Cloud AutoML NL Dialogflow Enterprise Cloud Translation Cloud Speech-to-Text Cloud Text-to-Speech Cloud AutoML Translation New New New Cloud GPU Cloud TPU Cloud Dataflow Cloud Dataproc Machine & Deep Learning ML accelerators ML libraries Tensorflow Kubeflow Kaggle/datasets Datasets
by Google) • Powered by Machine Learning: ◦ Natural Language Understanding (NLU) ◦ Intent Matching ◦ Conversation Training • Cross platform • Build faster with the Web UI • Scalable: separate your conversation text from code • Speech / Voice Integration • Multi-lingual bot support (20+ languages) • Direct integration with 15+ channels like Google Assistant, Slack, Twilio, Facebook... Development suite for building Conversational UIs.
easy integration with over 100 Cloud components • Cloud Support and SLA available • Compliance • Extensive Documentation and training programs available. • Powerful IAM; User Roles and Permissions • Stackdriver integration for automatic logging, debugging, tracing and error reporting • Unlimited API call quotas
on social media like Facebook Messenger, Slack.... Voice Activated Speakers Smart Assistants, like Google Assistant, Alexa, Siri, on mobile phones and devices like Google Home, Google Hub, Watches, TVs... Callbots Chatbots integrated in IVR systems, phone reservation systems, contact centers...
Chatbots that face customers. • Chatbots to collect feedback. • Topic Modelling • Chatbots for intent matching (Natural Language for Searching on websites.) • Chatbots on social media.
Bank. Customers can ask ‘Inge’ information about their accounts and debit cards. Inge can detect the sentiment. When customers get frustrated, it will automatically route the user to a human agent.
since it’s very accessible. • Google Assistant has over 1 billion of users. • According to Adobe Analytics, 71% of owners of smart speakers use voice assistants at least daily, and 44% using them multiple times a day. • Extend the Google Assistant with your apps. Users expect your brand to be available on smart speakers.
Assistant can help you with banking via voice. You can request your balance, transfer money or set budget notifications. It’s available in multiple languages for Google Assistant on mobile devices and on the Google Home.
taxis last month. You took the TCA taxi twice. Here’s an overview: Voice channels with screens How much have I spent on taxis last month? Focus on the conversation. But also display stuff.
SERVER Hey Google.. ..will it rain today? GET www.weather.com/info city: Amsterdam Date: 2019-02-06 { location: “amsterdam” weather: “rain”, temperature: 8 } Yes, it will rain in Amsterdam all day today. Speaking
own custom actions. Hey Google, let me talk to BookAMeetingRoom Welcome, how can I help you? I want to book a meeting room for 3 persons. Let’s get BookAMeetingRoom Sure, for when? Tomorrow, from 2pm to 3pm.
with __________. Ok Google, get __________. Start a 3rd party action There is an app directory! (appstore). And the Google Assistant can give app suggestions.
on GA+ UX components - Actions on Google Optional: • Back-end integration - Fulfillment app (dialogflow/aog SDK) • Communication to back-ends - Your own APIs What do I need to build my own action?
or phones (Android, iOS app) • Actions on Google includes: ◦ UI toolkit, ◦ Audio toolkit ◦ Account Linking API ◦ SDKs ◦ tutorial guides • UI components such as: ◦ Buttons, Images ◦ Cards, Carousels, ◦ Lists ◦ Tables Program for developers of Actions (“apps”) that run via Google Assistant Actions on Google
Unlimited Call transfers • IVR difficult to navigate • Availability • Inadequate information • Agents have to answer same types of questions over and over again.
give on screen solutions to the human agent. • Always answers the right question. • Shorten hold times • Shorten the call time Bots that understand your question. • No longer you need to listen to audio recordings & press keys. • You don’t need to be transferred from one agent to the other Bots that can answer / resolve common questions. • Shorten hold times • Shorten the call time • Availability • No longer you’ve been told to look on the website
contact center spikes. At the end of the year, customers are able to change their insurance. Which results in long waiting times and students that aren’t trained, picking up the phone. Calls needs to be monitored, to gather analytics about the type of questions and provided service.
let me talk to Babs The Banking Bot Welcome, how can I help you? I want to transfer money. Let’s get Babs the Banking Bot How much do you want to transfer? 100 euro.
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
to the TV Guide Welcome, I’m the Dutch TV Guide. You can ask me the following: What’s on a channel? What’s on RTL 4? Sure! Here’s The TV Guide Enter Earcon On RTL 4: At 7am: Nieuws At 7:30am: Nieuws ... Exit Earcon . . .