SPEAKER 1: Howdy.
Quick question.
Does Dialogflow CX integrate with telephone providers?
SPEAKER 2: Yes, it does.
SPEAKER 1: Can I learn more about the IVR features?
SPEAKER 2: Sure, then stay tuned to learn more.
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SPEAKER 1: For a full voice experience,
your Dialogflow CX agent can be integrated
with various conversation platforms
such as Avaya, Genesys, Mitel, Five9, Vonage, and more.
These providers offer a user interface for callers
and pass their questions through Dialogflow's API.
It's important to note that every platform's integration
handles interactions in their own unique way.
So depending on the telephony provider you use,
you will need to review their specific documentation.
So let's take a tour.
When we dive into Dialogflow CX's console,
on the left side we click the Manage tab
and scroll down to the section called Integrations.
Under the One-click Telephony header,
you will find partner built-in telephony integrations
that were created by Google partners
in collaboration with Google.
The following partners are listed
as of the making of this video, which are Avaya and AudioCodes.
There are also independent integrations
that are not built in that are created by organizations
and individuals.
They are built using the Dialogflow API.
And as a friendly heads up, when you
need support for any telephony integration,
the partners are the folks that will assist you.
With that being said, the overall process
will be to build your Google Cloud project,
enable the Dialogflow API within your project,
and then create a Dialogflow CX agent.
Since most agent conversations are built within many flows
and pages in mind, you will also typically build
a webhook service to generate a dynamic response
based on your business' logic.
You will also most likely need to keep
in mind certain pieces of information
for the integration, such as your project ID, agent ID,
and/or the API key.
IVR settings can be found at three different levels
in Dialogflow--
at the agent level, flow level, and page level.
For starters, you must first enable the Agent Level Settings
and select the Speech and IVR tab.
Then, under the Advanced settings,
toggle the Enable Advanced Settings on.
There are three features to note.
The first is called end of speech sensitivity, which
helps determine how sensitive the speech end pointing should
be when a caller finishes speaking.
And it uses Google Cloud speech.
Next is barge-in, which allows the speaker
to interrupt the agent.
This is helpful so that the caller
doesn't have to wait to hear the full response from the agent
in order to speak.
Or another way of looking at it is,
if you disable the barge-in setting,
the agent would only begin to listen to a caller's speech
until it has completely finished playing its response.
And last is the Google Cloud Storage URI,
which enables you to reference a Google Cloud Storage path back
in order to access pre-recorded audio.
After enabling IVR settings at the agent level,
you can also customize IVR settings further
on a per flow level.
You can do this by hovering over a flow's name,
click the dots icon, and choose Flow Settings.
Then you toggle Enable Advanced Speech Settings.
By enabling IVR features at the flow level,
they override the agent level IVR
settings it was defaulting to.
This is extremely useful if you want to have different IVR
settings in a multiflow agent.
The third level of IVR settings resides on each page.
You can access these by hovering over a page, clicking the dots,
then selecting Page Settings.
And same as a flow, a page's IVR settings
will default to the agent's settings or flow settings
unless you specifically select Customize at the page level.
Now, you may be thinking, when might
I want to use the page and flow level settings?
This depends on your use case.
For example, let's say as a user dictates and pauses
in between numbers such as, my account number is 123 [PAUSE]
45 [PAUSE] 6789.
The user benefits from extending the timeout,
so you may want to make sure that the timeout setting isn't
too short or the user will be cut off, which
is very rude in conversations.
Furthermore, if I stayed silent because I didn't
know my account number and I was looking for it,
then tweaking the no-speech timeout setting
will allow the agent to help me by further prompting me
on where to get that account number.
And there you have it, a quick walk through of IVR features
and settings in Dialogflow CX.
I left some helpful links in this video's description
if you would like to learn more or if you
missed any of our previous videos on Dialogflow CX.
I hope to see you in the next episode of Deconstructing Chat
Bots.
If you like this video and would like
to see more of this type of content,
it helps to like and subscribe to our channel.
Cheers, and thank you for watching.
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