Customer Virtual Assistants integrate with Dialogflow to provide enhanced self-service capabilities to customers. Use Dialogflow to create a conversational user experience that is backed by natural language processing and machine learning. You can also use webhooks in Dialogflow to send or receive data to other services. For more information on creating a Customer Virtual Assistant, see Create a New Customer Virtual Assistant.
Customer Virtual Assistants currently support Dialogflow V1 agent integrations.
In addition to using the conversational user experience that you build in Dialogflow, Care Customer Virtual Assistants can:
-
Escalate a chat to agents using Care desktop. For more information, see Customer Virtual Assistant Chat Escalation.
-
Send a chat summary to agents using Care desktop. For more information, see Customer Virtual Assistant Chat Summary.
-
Use Context Service customer information in Dialogflow. For more information, see Use Context Service Fields in Dialogflow.
Integrate a Customer Virtual Assistant with a Dialogflow Agent
Customer Virtual Assistants integrate with a V1 Dialogflow agent by using the client access token.
-
In the Dialogflow console, click the agent Settings.
-
Copy the Dialogflow agent's Client Access Token from the API keys section.
-
Go to Cisco Webex Control Hub.
-
Enter and Validate the Dialogflow agent's Client Access Token in a Customer Virtual Assistant. You can enter the Client Access Token when you Create a New Customer Virtual Assistant or Edit an Existing Customer Virtual Assistant.
Customer Virtual Assistants integrate with Dialogflow to provide enhanced self-service capabilities to customers. Use Dialogflow to create a conversational user experience that is backed by natural language processing and machine learning. You can also use webhooks in Dialogflow to send or receive data to other services. For more information on creating a Customer Virtual Assistant, see Create a New Customer Virtual Assistant.
|
Customer Virtual Assistants currently support Dialogflow V1 agent integrations. |
In addition to using the conversational user experience that you build in Dialogflow, Care Customer Virtual Assistants can:
-
Escalate a chat to agents using Care desktop. For more information, see Customer Virtual Assistant Chat Escalation.
-
Send a chat summary to agents using Care desktop. For more information, see Customer Virtual Assistant Chat Summary.
-
Use Context Service customer information in Dialogflow. For more information, see Use Context Service Fields in Dialogflow.
Integrate a Customer Virtual Assistant with a Dialogflow Agent
Customer Virtual Assistants integrate with a V1 Dialogflow agent by using the client access token.
-
In the Dialogflow console, click the agent Settings.
-
Copy the Dialogflow agent's Client Access Token from the API keys section.
-
Go to Cisco Webex Control Hub.
-
Enter and Validate the Dialogflow agent's Client Access Token in a Customer Virtual Assistant. You can enter the Client Access Token when you Create a New Customer Virtual Assistant or Edit an Existing Customer Virtual Assistant.