DiscoverVUX WorldIntegrating DialogFlow into your contact centre with Justin Randall
Integrating DialogFlow into your contact centre with Justin Randall

Integrating DialogFlow into your contact centre with Justin Randall

Update: 2021-01-25
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Description

Justin Randall, Chief Innovation Officer at Comwave, one of Canada's largest independent telco companies, joins us to share his experiences of designing, building and implementing a Google DialogFlow agent in the contact centre.

We'll cover the drivers for doing it, the process he followed, the things he learned and advice for doing the same.

Timestamps

00:00 Intro

04:30 About Justin Randall and Comwave

10:30 Replacing the IVR

12:23 What can 'Penny' do?

13:39 How do you determine success for your conversational AI

19:30 Understanding where you should start

21:50 Who manages the updates and maintenance?

23:20 Glen Ritchie: What KPIs do you use for your conversational AI?

26:15 How much time is spent defining requirements?

27:44 Heidi Cohen: What books and resources would you recommend?

29:29 John Novak: Do you use a tree structure like in IVR?

32:23 Deymi Campos: How fast can you deploy a change in your conversational AI?

35:50 What does your automated testing set up look like?

40:24 Andrew Francis: Are you using the DialogFlow Telephone Gateway?

43:45 Deymi Campos: Sometimes different TFNs need different config, do you have this feature?

45:15 Georgios Tserdanelis: Did you design a persona for Penny or use a custom voice?

48:37 jusfc: Is Penny available as a chatbot as well?

51:10 Advice for people starting out in their conversational AI journey

56:00 Closing thoughts from Justin

Links/books

Connect with Justin Randall

Cognitive Virtual Assistants Using Google Dialogflow

Voice Applications for Alexa and Google Assistant (Manning)

Designing Voice User Interfaces (O'Reilly)

Designing Bots (O'Reilly)



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Integrating DialogFlow into your contact centre with Justin Randall

Integrating DialogFlow into your contact centre with Justin Randall