Getting started DialogFlow CX

RELMIAMI · 09-24-2022 12:41 PM

Looking into starting a project using DialogFlow CX. Seems rather promising but have one issue I cannot seem to find an answer for. The agent will be connected to via IVR (from Flex/Callcenter). I need to gather some information on start so that I can identify the hotel/property that will be referenced in the conversation. I found session parameters but those are isolated to the session from start to finish but not passed to the start of a session. We are starting with about 60 properties and when the agent starts, it needs to "know" what property it is dealing with.

Another quick question - will I need a separate telephony integration number to run multiple concurrent instances?

I am really new to all this so my language may be off. Thanks in advance!!

Robert

kolban

Howdy Robert,

I think the answer to the puzzle will be to look in detail at how the integration from your IVR to DialogFlow will happen. From what I can tell, at the DialogFlow API level, there is a call called "detectIntent" ... this is where the audio/text is passed in and the DialogFlow engine processes a part of the conversation. Looking at the API we find:

https://cloud.google.com/dialogflow/cx/docs/reference/rest/v3/projects.locations.agents.environments...

which has a query parameters set of options. That all said, can you explain some more about how you see the overall flow happening? Will the hotel/property be somehow passed in before the call or will the identification of the hotel be part of the start of the conversation? Depending on your overall goals, you might also consider contacting Google Cloud sales. They will always be delighted to hear from a prospective customer and be able to guide you on how to understand and get assistance with CCAI. It is also possible that your IVR supplier may be able to offer assistance and have an existing relationship with Google Cloud for services and support.