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virtual agent posts

  • By Krista Goralczyk
    Passing Context from Google Dialogflow to Twilio Studio (Or, There and Back Again) Studio and Dialogflow diagram

    While building an IVR in Twilio Studio, you may run into a scenario in the flow logic that could be better handled or enhanced by incorporating conversational AI. For example, a sick patient calls a medical office and selects the IVR option to get medical advice, but still needs to describe their symptoms to get detailed help. Or, a cyclist calls their local shop, gets routed to the mechanical department, then needs to schedule a time to get their bike fixed. The caller is routed to the correct department, then describes their unique intent to the voice agent, and a natural language processing (NLP) platform picks out key words and phrases from the conversation to determine exactly what they need.

    Blending a static decision tree with a conversational bot can solve a wide range of customer needs, from common requests to detailed problem solving. Callers will appreciate getting detailed medical …

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  • By Luís Leão
    Chatbot de voz existe? Como utilizar o DialogFlow para integrar serviços de voz e mensagem na mesma plataforma Chatbot de voz existe? Como utilizar o DialogFlow para integrar serviços de voz e mensagem na mesma plataforma

    Se você vai construir algum chatbot utilizando mensagens de texto, o DialogFlow já é a sua primeira opção, mas o que torna essa plataforma mais interessante é que ela pode ser conectada com múltiplos canais de comunicação, incluindo telefonia.

    Neste artigo vou abordar sobre como utilizar a integração de 1 clique do DialogFlow com a Twilio para que você possa receber chamadas telefônicas e respondê-las direto do seu assistente, como se fosse uma conversa de texto. Além disso, você vai aprender como funciona a integração e como você poderá customizá-la.

    Crie as contas nas plataformas

    Antes de começarmos, você vai precisar ter uma conta da Twilio e um projeto no DialogFlow.

    Criar a conta na Twilio é bem simples e você pode fazer isso clicando aqui. Uma vez com a conta criada, vá para o console do DialogFlow. Para a integração com 1 clique é necessário que você …

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  • By Lenore Files
    Twilio Programmable VoiceとGoogle Dialogflow ES版のワンクリック連携が可能に Twilio <VirtualAgent> One-click Integration with Google Dialogflow ES


    弊社はこのたび、Twilio <VirtualAgent>のパブリックベータ版を発表いたしました。これはTwilio Programmable VoiceとGoogle Dialogflow Essentials (ES)のTwilioネイティブ連携です。対話型AI機能をTwilio Programmable Voiceコールにシームレスに取り入れ、Twilio IVRから多機能で自然な通話ができるようになります。Google Dialogflow ES管理画面においてワンクリック型テレフォニー連携の提供パートナーとしてTwilioを選択すると、Twilioから払い出された電話番号とDialogflow ESエージェントとをクリック操作一回で関連付け、対話型IVRを実現できます。

    TwilioがDialogflow ESとTwilio <VirtualAgent>をワンクリック連携する以前は、企業が対話型IVRを構築するために、Twilio Media Streamsを利用して未加工の状態の通話音声にアクセスし、自社でホストするアプリケーションにストリーミングしていました。このデータがさらにDialogflowにストリーミングされ、自然言語理解における“意図”(Intent)が検出されます。Dialogflowは意図を含むメタデータに加えてアプリケーションへオーディオストリームを返し、このストリームはTwilioにストリーミングされ、最終的には通話の発信者に届きます。この連携の構築と維持に貴 …

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  • By Lenore Files
    Announcing Twilio Programmable Voice One-Click Integration with Google Dialogflow Essentials Twilio <VirtualAgent> One-click Integration with Google Dialogflow ES

    We’re excited to announce the Public Beta launch of Twilio <VirtualAgent>, Twilio’s native integration between Twilio Programmable Voice and Google Dialogflow Essentials (ES). With this integration, you can seamlessly bring the power of conversational AI to your Twilio Programmable Voice calls to provide rich and natural caller experiences within your Twilio IVR. With Twilio available as a one-click telephony partner, delivering conversational IVR is as easy as connecting your Twilio phone number(s) to your Dialogflow ES Agents with a click.

    Before Twilio’s one-click integration with Dialogflow ES powered by Twilio <VirtualAgent>, businesses wanting to build a conversational IVR leveraged Twilio Media Streams to access raw audio from a phone call, stream it to an app that they built and hosted, which streamed it to Dialogflow to detect intent. Dialogflow responded with an audio stream back to the app which then streamed it back to Twilio and finally to the …

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