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Create a self-escalating chatbot in Conversational Agents using Webhook and Generators
- This blog post will show you how to create a self-escalating chatbot using Google Cloud's generative AI solutions such as Vertex AI, Conversational Agents (Dialogflow CX), and others.
- The solution offers several benefits: Improved user experience, Reduced agent workload, Enhanced chatbot capabilities, and Increased scalability and security.
- We leverage Vertex AI Agent Builder and Dialogflow CX to create a chatbot to answer questions related to tourism in India.
- To ensure user satisfaction, we incorporate a crucial step in the conversation flow: asking the user if they are satisfied with the chatbot's response.
- If the user expresses dissatisfaction by clicking "no," the chatbot initiates the escalation process. This is where the power of generative AI comes in.
- To send the email, we use a webhook to connect our Dialogflow CX agent to a serverless function deployed on Cloud Run Functions. This function handles the email sending logic.
- We utilize the Cloud Run Functions console inline editor to write and deploy the webhook function.
- Specify the URL of our deployed Cloud Run function as the webhook URL in Dialogflow CX, ensuring that the escalation process is triggered correctly when needed.
- After completing the above steps, you can click on ‘Publish’ and then ‘Try it now’ to test the chatbot.
- This approach shows how you can combine various Google Cloud technologies to build intelligent and user-friendly chatbots.
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