The definitive guide to conversational AI with Dialogflow and Google Cloud : build advanced enterprise chatbots, voice, and telephony agents on Google Cloud / Lee Boonstra.

Format:

Book

Author/Creator:

Boonstra, Lee, author.

Language:

English

Subjects (All):

Artificial intelligence--Computer programs.

Artificial intelligence.

Physical Description:

1 online resource (421 pages)

Place of Publication:

[Place of publication not identified] : Apress, [2021]

Summary:

Build enterprise chatbots for web, social media, voice assistants, IoT, and telephony contact centers with Google's Dialogflow conversational AI technology. This book will explain how to get started with conversational AI using Google and how enterprise users can use Dialogflow as part of Google Cloud. It will cover the core concepts such as Dialogflow essentials, deploying chatbots on web and social media channels, and building voice agents including advanced tips and tricks such as intents, entities, and working with context. The Definitive Guide to Conversational AI with Dialogflow and Google Cloud also explains how to build multilingual chatbots, orchestrate sub chatbots into a bigger conversational platform, use virtual agent analytics with popular tools, such as BigQuery or Chatbase, and build voice bots. It concludes with coverage of more advanced use cases, such as building fulfillment functionality, building your own integrations, securing your chatbots, and building your own voice platform with the Dialogflow SDK and other Google Cloud machine learning APIs. After reading this book, you will understand how to build cross-channel enterprise bots with popular Google tools such as Dialogflow, Google Cloud AI, Cloud Run, Cloud Functions, and Chatbase. ??What You Will Learn * Discover Dialogflow, Dialogflow Essentials, Dialogflow CX, and how machine learning is used * Create Dialogflow projects for individuals and enterprise usage * Work with Dialogflow essential concepts such as intents, entities, custom entities, system entities, composites, and how to track context * Build bots quickly using prebuilt agents, small talk modules, and FAQ knowledge bases * Use Dialogflow for an out-of-the-box agent review * Deploy text conversational UIs for web and social media channels * Build voice agents for voice assistants, phone gateways, and contact centers * Create multilingual chatbots * Orchestrate many sub-chatbots to build a bigger conversational platform * Use chatbot analytics and test the quality of your Dialogflow agent * See the new Dialogflow CX concepts, how Dialogflow CX fits in, and what's different in Dialogflow CX Who This Book Is For Everyone interested in building chatbots for web, social media, voice assistants, or contact centers using Google's conversational AI/cloud technology.

Contents:

Intro

Table of Contents

About the Author

About the Technical Reviewers

Acknowledgments

Introduction

Chapter 1: Introduction to Conversational AI

The History of Text Chatbots

Why Do Some Chatbots Fail?

Machine Learning Simply Explained

Natural Language Processing

Chatbots and Artificial Intelligence

Machine Learning and Google

About Google Cloud

Open Source

About Dialogflow

Dialogflow Essentials and Dialogflow CX

How Dialogflow Essentials Works

How the Industry Is Changing Its Complexity

Where Dialogflow CX Fits In

Dialogflow CX Explained

Dialogflow Essentials vs. Dialogflow CX

About Contact Center AI

CCAI Architecture

About Google Cloud Speech Technology

Cloud Speech-to-Text API

Cloud Text-to-Speech API

WaveNet

Custom Voice

Other Google Conversational AI Products

Google Assistant

Actions on Google

Actions Builder

AdLingo

Chatbase

Duplex

Meena &amp

LaMDA

Summary

Further Reading

Chapter 2: Getting Started with Dialogflow Essentials

Dialogflow Essentials Editions

Creating a Dialogflow Trial Agent

Creating Dialogflow Agents for Enterprises

Quotas

User Roles and Monitoring

Using VPC Service Controls

Using Developer Features

Configuring Your Dialogflow Project

General

Languages

ML Settings

Automatic Spell Correction

Automatic Training

Agent Validation

Export and Import

Environments

Speech

Improve Speech Recognition Quality

Enable Enhanced Speech Models and Data Logging

Enable Auto Speech Adaptation

Text to Speech

Enable Automatic Text to Speech

Voice Configuration

Share

Advanced

Configuring Your Dialogflow for Developers

Chapter 3: Dialogflow Essentials Concepts

Intents in Depth

Setting Up Intents

Entities in Depth.

Creating Custom Entities

Advanced Custom Entities

Creating Intents with Entities in Training Phrases

Keeping Context

Setting Up Follow-Up Intents

Manually Setting Input and Output in "Normal" Intents

Lifespan

Keeping Context with the SDK

Testing in the Simulator

Chapter 4: Building Chatbots with Templates

Creating Prebuilt Agents

Enabling Small Talk Modules

Creating an FAQ Knowledge Base

Best Practices

Convert Knowledge Base Questions to Intents

Chapter 5: Bot Management

Understanding Validation Results

Validation via the SDK

Improve the Dialogflow Machine Learning Model with Built-in Training

Chapter 6: Deploying Your Chatbot to Web and Social Media Channels

Integrating Your Agent with Google Chat

Enabling Your Agent in the Google Chat

Rich Messages Support

More Text-Based/Open Source Integration Options

Integrating Your Agent with a Web Demo

Integrating Your Agent with a Dialogflow Messenger

Changing the Look and Feel of the Chatbot Component

Chapter 7: Building Voice Agents

Building a Voice AI for a Virtual Assistant Like the Google Assistant

Rich Messages

Fulfillment and Webhooks

Invoke Your Action on the Google Assistant with Explicit and Implicit Invocation

Submitting an Action via Actions on Google

Building an Action with the Actions SDK

Using the Actions SDK Solution

Deploying Your Action

Building a Callbot with a Phone Gateway

Response Messages for the Phone Gateway

Building Bots for Contact Centers with Contact Center AI

Enabling Contact Center AI

Improving Speech to Text Quality

Custom Entities Hints

System Entities Hints

Intent Hints.

Overriding Speech Hints in Your Code

Fine-Tuning the Text to Speech Output of Voice Bots with SSML

UX Design for Voice Dialogues Matters!

Text to Speech Voices

Controlling the Intonation

Chapter 8: Creating a Multilingual Chatbot

Agent Languages

Building a Multi-language Agent

Exporting a Multi-language Dialogflow ES Agent

Detecting Multi-language Intents via the SDK

Working with the Translation Service

Chapter 9: Orchestrate Multiple Sub-chatbots from One Chat Interface

Creating a Mega-Agent

Using the SDK

How Billing Works

Chapter 10: Creating Fulfillment Webhooks

An Introduction to Fulfillment Webhooks

Building a Fulfillment with the Built-in Editor

Enable Fulfillment

Using the dialogflow-fulfillment Package

Diagnostic Info

Firebase Logs

Using Actions on Google for Building Dialogflow Fulfillment

Build Your Fulfillment Webhook Manually

Building Fulfillments Webhook

Where to Run My Back-End Code?

Cloud Functions

App Engine (Flexible Environment)

Cloud Run

Kubernetes Engine

Compute Engine

Enable Webhooks

Cloud Function Implementation

Express Implementation (with Cloud Run)

Google Cloud Logging

Building Multilingual Fulfillment Webhook

i18n Code Example

Using Local Webhooks

Ngrok

Testing Your Fulfillment Without Dialogflow and ngrok

Securing Webhooks

Basic Authentication

Authentication with Authentication Headers

Mutual TLS Authentication

Valid Secure SSL Certificate

Root CA

HTTPS Authentication Setup with Apache

A Full Example for Setting Up Mutual TLS Authentication

Create a Node.js VM on Compute Engine

Attach a Domain Name to Your VM

Set Up Your Node Application

Set Up mTLS

Further Reading.

Chapter 11: Creating a Custom Integration with the Dialogflow SDK

Implementing a Custom Chatbot in Your Website Front End, Setup

UI Implementation

Back-End Implementation

Welcome Message

Creating Rich Responses in Your Chatbot Integration

A Hyperlink Component, a Google Map, and an Image Component

Implementation

Using Markdown Syntax and Conditional Templates in Your Dialogflow Responses

Branching the Conversation

Building an Integration to Run a Dialogflow Agent in a Native Mobile Android or iOS App with Flutter

Two Techniques for Integrating Dialogflow in a Flutter Application

Integrating the Dialogflow SDK Directly into Your Flutter App

A Flutter App That Communicates with a Back-End Dialogflow SDK App

Chapter 12: Implementing a Dialogflow Voice Agent in Your Website or App Using the SDK

Reasons for Not Picking Google Assistant

Building a Client-Side Web Application That Streams Audio from a Browser Microphone to a Server

Build the Front End

Short Utterance vs. Streaming

Record Single Utterances

Record Audio Streams

Building a Web Server That Receives a Browser Microphone Stream to Detect Intents

Dialogflow vs. Text-to-Speech API vs. Speech-to-Text API

Speech-to-Text API

Text-to-Speech API

Build the Back End

API Calls to Dialogflow

DetectIntent

StreamingDetectIntent

Retrieving Audio Results from Dialogflow and Playing It in Your Browser

Client-Side Code to Play the Audio

Chapter 13: Collecting and Monitoring Conversational Analytics

Conversation-Related Metrics

Customer Rating Metrics

Chat Session and Funnel Metrics

Bot Model Health Metrics

Capturing Conversation-Related Metrics to Store in BigQuery

BigQuery

Capture Points

Session Id

Date/Timestamp

Sentiment Score.

Language and Keyword

Platform

Intent Detection

Solutions

Building a Platform for Capturing Conversation-Related Metrics and Redacting Sensitive Information

Detecting User Sentiment

Topic Mining

Collecting Customer Rating Metrics

Net Promoter Score (NPS)

Customer Satisfaction (CSAT)

Customer Effort Score (CES)

Monitoring Chat Session and Funnel Metrics with Dialogflow, Chatbase, or Actions on Google

Metrics to Monitor

Total Usage

Percentage of Users That Matches the Intent

Completion Rate

Drop-Off Rate/Drop-Off Place

Channel-Specific Metrics to Monitor

User Retention

Endpoint Health

Discovery

Dialogflow Built-in Analytics

Monitoring Metrics with Chatbase

Analytics on Actions on Google

Capturing Chatbot Model Health Metrics for Testing the Underlying NLU Model Quality

True Positive-A Correctly Matched Intent

True Negative-An Unsupported Request

False Positive-A Misunderstood Request

False Negative-A Missed Request

True Positive Rate

False Positive Rate

ROC Curve

Accuracy

Precision

F1 Score

Confusion Matrix

Appendix: An Introduction to Dialogflow CX

How the Industry Is Changing Its Conversation Complexity

Dialogflow CX Features

New Concepts in Dialogflow CX

Flows

Pages

State Handlers

Contact Center Features

Customer-Managed Encryption Keys (CMEKs)

Where Both Products Differ

Agents

NLU

Analytics

Entities

Intents

APIs

Error Handling

When to Use Dialogflow CX vs. Dialogflow ES?

Index.

Notes:

Description based on print version record.

Includes bibliographical references and index.

ISBN:

9781484270141

1484270142

OCLC:

1258670027