Avaya Experience Platform™ Public Cloud supports Google Dialogflow agents for the Voice, Chat, and Messaging channels. With Google Dialogflow, you can access automation based on Cloud AI to capture the intents of the customer.
You can use the intents for the following purposes:
To increase process automation
To locate relevant answers from the section of frequently asked questions (FAQ)
To make better routing decisions in Avaya Experience Platform™ Public Cloud and match the customer with the most appropriate live agent
Avaya Experience Platform™ Public Cloud complements Google Dialogflow and provides call management functionality. Avaya Experience Platform™ Public Cloud streams audio to Google Dialogflow and acts on responses from Google Dialogflow. For example, it collects DTMF and plays audio.
When you integrate a Google Dialogflow agent with Avaya Experience Platform™ Public Cloud, the contact center adds an Automation virtual agent under conditions specified within a workflow. The Automation virtual agent invokes the related Google Dialogflow agent. When Google Dialogflow finishes the execution of a flow, Automation processes the collected data to match it with the respective data categories in Avaya Experience Platform™ Public Cloud.
Automation relates Google Dialogflow parameters with routing queues and attributes in Orchestration. Avaya Experience Platform™ Public Cloud live agents can see the customer identifiers that Automation virtual agents processed on the Customer Journey widget in Avaya Workspaces. When Automation finishes data processing, Orchestration executes the next task in the workflow.
To integrate a virtual agent with Avaya Experience Platform™ Public Cloud, do the following:
Order Avaya Contact Center Artificial Intelligence from Avaya or an Avaya partner.
Create and configure a Google Dialogflow agent.
Configure and publish the virtual agent in Automation.
Select the Automation virtual agent in the Add Virtual Agent task of Orchestration.
