Lab 7: Improving your existing Dialogflow

Table of Contents

• Table of Contents
• Introduction
  • Converting Questions to Intents
  • Let’s test our bot from inside Dialogflow
  • Testing using your website.
  • Adding Fulfillment
• Seize the Opportunity
  • Congratulations, you have completed this section!

Introduction

In this lab we are going to improve on our FAQ Dialogflow bot, by converting some of our FAQs into intents, requiring some entities, and taking an action on the information that we gather.

Converting Questions to Intents

• Let’s make a question become an intent so that we can move into the role of providing a service
• Go into Knowledge > find our FAQ > Click View Details
• Select What are COVID-19 Community Levels? and click convert it to intent.
• Confirm conversion
• Click Save
• Click Intents and find your newly created intent.
  • Let’s edit the response so that we can provide a link where the customer can lookup the current level for their state and county.
    • Click in the response and add You can view the current level by visiting https://www.cdc.gov/coronavirus/2019-ncov/your-health/covid-by-county.html. at the end of the response
    • Click Save in the upper right corner.
    • Try it out in the “Try it out” section
• Let’s move another FAQ into an intent, but this time we will ask additional questions and gather information using entities.
  • Convert What should I do if I have been in close contact with someone who has COVID-19? to an intent.
  • Find the newly created Intent and edit the response to include Are you having symptoms?
  • Click Save

  • Let’s add an Entity to capture the answer to the question that we are asking

    Click on Entities

    Click Create Entity

    Name: Symptom

    Create the following: fever, chills, trouble breathing cough

    Add some synonyms like elephant on my chest for trouble breathing or cold for chills

    Make sure that allow automated expansion is toggled on

    Click Save —

  • Click Intents again and hover over the Intent that you just updated
  • Click the add a follow-up intent
    • Select the Yes intent
    • Open the new intent branch and scroll down to the response
    • Create a response like What symptoms are you having?
    • Under Actions and Parameters
      • Add the symptom Entity
      • Mark it as Required
      • Mark it as a List
      • Click Save
    • Go back to Intents and add an additional branch off from the Yes branch and select custom
      • Open the new Intent
      • In Actions and parameters
        • Remove any test in the text box and replace it with LIVE_AGENT_HANDOVER
        • Make your response Sending you to an agent for additional assistance.
        • Click Save
    • Go Back to Intents and add a new branch off from the Knowledge.Covid.Covid FAQ.What should I do if and select No
      • Open the new Intent
      • Add the response Is there anything else that I can do for you?
      • Click Save

Let’s test our bot from inside Dialogflow

• In the “Try is now” section in the upper right corner
  • Enter the test phrase What should I do if I have been in close contact with someone who has COVID-19?
  • Enter yes
  • Enter I have a cough and chills.
  • Did you get the response that you expected?
    • If not, click on training and find where the planned flow deviated, in this case it would be yes.
    • Scroll down to where you see that you are giving symptoms and select the correct intent Knowledge.Covid.Covid FAQ.What should I do if - yes - custom.
    • Now test again.

Testing using your website.

• Go to your Glitch website and launch the chat
• Run the same tests as above.

Adding Fulfillment

• In Dialogflow, click on Fulfillment
  • Enable Webhook
  • Enter your requestcatcher.com url
  • Go to your Knowledge.Covid.Covid FAQ.What should I do if - yes - custom intent and toggle Enable webhook call for this intent
  • Click Save
• Go through the previous tests and you should receive JSON with the intent, entities and additional information.
• You can also capture/use this information in Webex Connect, using the flows when the Dialogflow node returns.
• Go to Google’s Webhook Documentation and you will find examples using four different languages.

Seize the Opportunity

Take these new found concepts and let them run wild. Improve on the use cases that are in these labs or create your own. Challenge yourself to create solutions by breaking down problems into independent and deliverable steps.

Congratulations, you have completed this section!