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In the world, most of the countries & cities are rapidly moving towards urbanization because of the latest technological advancements. Urbanization made the life of every individual very busy & intricate.

To make lifestyle quite seamless, most of the individuals are attracting and moving towards instant things like instant food/messaging.

As our personal lives are automating, don’t be surprised if employees expect the same thing in the work environment (IT service management solutions).

Users are expecting enterprise services to be delivered instantly, in a channel or device of their preference, with a high grade of customization, and without walking/talking to the contact center.

According to Gartner, an individual will have more conversations with virtual agents or AI Chatbots than his family by 2020.

Employees are expecting continuous improvement from enterprises. However, most organizations are still not able to deliver what the user requires because of the traditional methods used in the ITSM process.

With the latest digital advancements, human resource management has become more sophisticated. It is a high-value adding function for every organization.

So, it is time to automate your organization’s ITSM process with the help of conversational AI, machine learning, and artificial intelligence to boost productivity and customer engagement, decrease costs, and deliver an appealing customer experience for superior satisfaction.

Many tech companies are planning to reinvent ITSM delivery using conversational service automation, but they don’t know precisely how to do it.

If you are also sailing on a similar boat, stay with us!

In this piece of writing, we are going to brief you about ITSM delivery automation using conversational AI.

We at Nuacem, bring AI into the ITSM space by helping IT help desk digital agents that will allow IT organizations to automate request fulfillment, service delivery, and provide better service to users with the existing limited resources.

Continue reading.

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2. 4 DO’s and 3 DON’Ts for Training a Chatbot NLP Model

3. Concierge Bot: Handle Multiple Chatbots from One Chat Screen

4. An expert system: Conversational AI Vs Chatbots

What is ITSM?

ITSM (Information technology service management) defined as implementing, managing, and delivering quality IT services in the preeminent doable way users to meet the needs of the business.

The main motive of the ITSM is to deliver IT as a service. Many feel that ITSM is a primary IT support.

But, in openness, the ITSM teams look after all types of workplace technology ranging from laptops to servers to business-critical software apps.

Before we discuss more on reinventing ITSM delivery using Conversational Automation, let’s have a glance at a few of its advantages.

Benefits of using Conversational Automation in ITSM

• Cost reduction/optimization
• Enhances employee productivity
• 24*7 availability & agility
• Saves time
• Minimizes human error
• Faster ticket resolution

Reinventing ITSM delivery with Conversational Automation

Here is the fact that the IT help desk has become an indispensable component of every business’s success.

The enterprises are opting for intelligent conversational automation to enhance overall ITSM delivery productivity and efficiency by handling daily employee concerns more rapidly and economically.

At present, the IT industry’s key precedence is to automate processes & functions, and it is where conversational AI will be the right technology that can be used to achieve more productivity with fewer resources.

It processes routine tasks like triage requests, filtering high vs. low-value tickets. It is where virtual assistants give life to IT support staff & new service experiences to employees.

Most enterprises invest in the automation of ITSM using AI & digital agents to minimize costs, speed up resolving knowledge queries and issues, improve cost efficiency and productivity, and enhance customer service experience and self-service capabilities.

You can start building a simple IT service desk bot that can create & assign tickets (using natural language processing & robotic process automation), handing over tickets to human agents, plateful end-users in tenacity FAQ’s, and offering indispensable updates on decisive incident IT & security.

Now, let us see some of the critical use cases of IT service management.

So, you will get a better understanding of how Conversational Automation is reinventing ITSM delivery.

Let’s start!

Dynamic ticket handling

Every day, the IT support staff will receive a huge number of ticket requests for various purposes, ranging from the appeal of a new laptop to updating and changing passwords.

IT help desk staff will spend most of their time in ticket handling (categorization, prioritization, and assign of tickets).

It is where the need for automation occurs, and we are here to do that for you by using conversational AI.

After integrating conversational AI with the ticket handling function, it automatically classifies tickets to the human agent, depending on the type of ticket issue. They categorize the tickets based on various decisive factors and also consider past learnings.

Our ITSM digital agents will transfer the call to a human agent if the intelligent bot cannot resolve the issue or ticket. It also provides a complete conversation that has happened so far to the human agent.

Password reset

In an organization, devices & machines run 24/7 for the smooth running of operations. Due to this, the probability of malfunction and crashes is very high.

Password reset is the most common ticket received by the service management teams, and they will spend 24/7 to handle these issues.

With the introduction of conversational AI, the IT help desk team can handle low-value tasks like password creations/resets and mechanize usual troubleshooting questions & procedures.

With our smart ITSM agents, password resets are handled. The agents will automatically connect to the back end to set up a temporary password for the employee or user.

All these processes can be done without human agent intervention in the complete customer journey.

Automated self-service

IT tech companies cannot increase the number of human agents with an increase in routine requests & incidents.

An organization can save from these triage issues using conversational AI. These digital agents help employees with self-help articles that can be used for ticket deflection.

With the usage of intelligent bots in self-service support functions, decrease the call soils that come to the IT help desk or people rushing to the IT desk.

Automated workflows

The change approvals & service requests are very common in IT service management. As the services agents are busy resolving other issues based on priority, these tickets will get delayed to get their approval.

In these cases also automating ITSM with conversational AI will reinvent or redefine your workflows. Here, the digital agents will automate the workflow and provide instant approval by notifying all the approvers.

In the same way, employee onboarding or offboarding can be automated using intelligent bots by providing all required resources.

Conclusion

I hope the information provided above has cleared all your doubts about reinventing ITSM delivery with conversational automation.

Intelligent bots have the jam-packed capability to power up the ITSM, and it can speed up the output of both end-users (employees) & super agents.

If you are still thinking about whether to invest or not in the automation of ITSM?

Get in touch with us.

So, it’s the right time to initiate the change in your enterprise IT service management functions, then getting left behind by your competitors.

Stay tuned to us for more updates on conversational AI and automation.

Don’t forget to give us your 👏 !

---

Reinventing ITSM delivery through Conversational Automation was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

Create Alexa Radio Skill — Ultimate Guide 2021

Alexa radio skill-s are poised to kickstart the next stage of the radio revolution. This poses challenges for traditional radio.
39% of smart-speaker owners say that time spent listening to the device is replacing time spent listening to AM/FM. Among many different reasons why consumers use voice assistants, one of the most preferred activities is listening. 33% percent of users are asking their voice assistant to play a song.

In this article, we introduce you to what Alexa radio skill are, the benefits of having one, and how to get started. We will also explain how Ipervox can help build your amazon Alexa radio skill in five minutes.

Radio streaming and the big world of voice assistants

Nowadays, smartphones have apps and smart speakers have skills. It’s a huge opportunity here for music labels to launch skills for their artists. If more record labels and radios launch their own skills, it will be even easier for fans to listen to music. Luckily, voice assistants aren’t only on smart speakers, but users can find them on so many devices that they’ve become ubiquitous. Alexa is on the Echo but also on smartphones and tablets. Apple HomePod has Siri. Google Home has its own Google Assistant. Now you might listen to your favorite radio station or podcasts wherever you like.

What is an Alexa Skill?

Voice assistants may find their place in radio listeners’ habits. Alexis Hue, Founder, and CEO of VOXALYZE, predict that there will be two significant developments in the future. First, Alexa will continue gaining on both mobile devices and in homes. Secondly, interactive voice ads could come to the platform. Both developments will impact skill developers and radio streaming industries alike.

Customer experience has been playing an essential role in radio streaming and the world of voice assistants. Radio dominance is still king in the music industry. It accounts for most of a consumer’s listening time. Spotify claims the second-largest market share in the UK. But, most listeners haven’t shifted their behavior when listening to the radio. With Amazon Alexa radio skills, there is a guaranteed user experience with marketing opportunities for your audio content.

The radio industry as we knew has changed… forever

With radio going far beyond the stereo, its applications go beyond entertainment and news. Radio is also used to promote local charities, it helps calm families after a rough night, and it informs the busy citizens that do not always have time to watch the news. With digital media being disrupted, will radio still be an important way for people to get access to information?

Yes! The future of radio stations on alexa is bright.

Radio stations on Alexa have enhanced listener trust and engagement with them. It has kept radio relevant in the millennial world, and now the news reaches well beyond the listeners of traditional AM News stations. Radio stations on Alexa are changing the nature of news consumption. Instead of listening to long-winded updates from one source, audiences can now choose to only hear news that is relevant to them — whether it’s local news or global news.

Why is it important to create an Alexa radio skill?

What is an Alexa radio skill?
According to Amazon, the Alexa Radio Skill enables the selection and control of audio content streamed through an Alexa-enabled device. Alexa’s radio skill is similar to a radio app. After the skill is created, it can be added to your device by saying, “Alexa, enable the ___ skill,” or go directly to the Amazon page for more.

The competition is one step ahead because of the voice industry. Amazon Alexa Skill Integration is becoming a game-changer for the entire audio industry. Alexa can do so much more! It can play music from an array of streaming services or even let users listen to their preferred radio anywhere and anytime. Plus, there are tens of thousands of third-party skills that can make Alexa even more useful. Among the 50 most popular categories according to CNET, Podcasts and Radios are one of the most successful categories mentioned to create an Alexa skill, along with entertainment.

Big companies are joining the Alexa skills and developing their Alexa radio skills. Did you know that TED Talks is now part of Alexa podcast’s skills? And all you need to do for listening to a TED talk is saying to Alexa: “Alexa, ask TED Talks to find talks about nature” or “Alexa, ask TED Talks to play the latest talk.”

Trending Bot Articles:

1. Chatbot Trends Report 2021

2. 4 DO’s and 3 DON’Ts for Training a Chatbot NLP Model

3. Concierge Bot: Handle Multiple Chatbots from One Chat Screen

4. An expert system: Conversational AI Vs Chatbots

“Why should your radio launch on Alexa?”

An important question that we often hear is, “Why should your radio launch on Alexa?” As an answer to this question, there are two sides to this debate. Some people think there’s no end date on digital, and while the Amazon Alexa is popular now, it might not be in a couple of years. The other side of the argument is that the world of Alexa skills has dominated the digital assistant market since its release. Throughout this article, we will see some easy methods that would definitely help you become a game-changer in Alexa radio stations.

Who would benefit from having an Alexa radio skill?

“These next-generation radios are no longer designed just for passive listening-they’re smart, interactive tools that enable us to live our lives in different ways.”Meg Goldthwaite, NPR CMO

Ever wonder how you can control your radio channels through voice commands? Alexa skills for radio make it easy. Now, you can listen to Amazon Alexa radio stations from home, in the car, or anywhere!

Smart speaker adoption, like Amazon Alexa Echo, has surged in the past year.

According to NPR and Edison Research, the smart speaker market in the U.S. has grown significantly. Smart speaker households now own 2.6 devices on average compared to the number of smart speakers in U.S. households, which is 157 million. Since the outbreak, 36% of U.S. adult smart speaker owners have used their devices for music and entertainment more frequently. What’s more, 52% of 18–34-year-olds have tuned into music more often. So, if you are in the music and entertainment industry, it might be the right time to build your Alexa radio skill.

The investment in audio search is increasing.

There are 204 million digital audio listeners in the U.S., making it the second-largest digital media activity after the video content. Thus, big companies like Google have decided to increase their audio search investment.

But what about investment in media channels? According to WARC’s The Marketer’s Toolkit 2021 report, only 16% of advertisers plan to increase their investment in audio over the coming 12 months. But, 38% of these same advertisers expect to grow their podcast advertising budgets. Positivity!

Voice-assisted technology is here to stay.

Following the lead of several NPR and KCUR news outlets, other radios have adopted voice-assisted technology. They are aiming to reach a new on-demand radio audience. These case studies prove that radio companies can benefit from adopting voice-assisted technology. Let’s have a closer look at their success stories, starting with NPR.

NRP updated the ways of reaching its audience in the middle of the elections! Those who did not listen to the radio were not left out. If you could ask Alexa for an update on election news from the NPR One app, a report would give you the latest details. In the meantime, in 2020, Americans spent just 912 minutes a week listening to online radio stations and other web audio sources. This is the first time that consumption has dropped since 2017. With Amazon Echo and Alexa radio skill, the speakers and AI can virtually replace or augment phones and radios. These products are voice-activated- users can ask them to play a specific radio or give information for the recent news and more. NRP reported an 8% increase in the number of hours people spend listening to digital broadcasts.

Long-form podcast interviews are something that many bigger media companies have been busy doing. Especially since the new Amazon Echo became available. Listening to the show is great, but what about listening to a smart speaker? Well, that’s another option. Not only that, but KCUR found out that some listeners have been finding that they listen for longer when they use their smart speakers! Unlike traditional radios, alexa radio skills are more like the “engaging, compelling, human-to-human answer” that an actual person would give. It is a huge difference from a machine playing back something recorded for millions of people to hear at the same time.

Where can you find information about creating an Alexa radio skill?

You can create your Alexa radio skill in less than 5 minutes nowadays. Amazon Alexa skill kit offers a detailed description of how to start your endeavour into creating an amazon Alexa radio skill. You can stream music by saying, “Alexa, play some jazz.” You can also add and remove your stations to match your personal taste. You can request a specific genre by saying, “Alexa, play jazz music.” And you can delete and add your amazon Alexa radio stations based on your personal taste.

The full guideline for creating an amazon alexa skill as a developer is founded on the Amazon website. The developer needs to go into detail and learn all the necessary details before starting to create the skill. Amazon also gives a list of pre-made skill (template) providers. These companies have created Amazon Alexa Skill templates for you to use. They are free, but if you want a custom Alexa skill, it may be more ideal to hire an agency.

Looking for something easier, straightforward, and free? Ipervox offers a full tutorial on how to build an Alexa radio skill with Ipervox. Users don’t need to have previous coding knowledge and they can start for free. Currently, amazon Alexa radio stations can only be available in English, French, German, Japanese, Portuguese, Italian, and Spanish. Unfortunately, if your radio is streaming for any other audience, you cannot create your Alexa radio skill for now.

Radio is making a comeback in the home

After the launch of Apple’s iPhone in 2007, mobile devices quickly replaced radios in the kitchen and living room.

Radios per household

According to a study made by The infinite dial 2020, between 2008 and 2020, the number of radios per household dropped by 50%. The number of homes with zero radios grew by over 8 times to 32%.

Some critics claim that radio broadcasters were slow to recognise the rise of mobile audio listening. However, things are changing now. Smart speaker and voice assistant initiatives by radio broadcasters show a very different story. There are already some radio options on Amazon Echo through iHeartRadio and TuneIn, which have been working with Amazon to provide access to this new medium. We think that this type of technology will be used more and more, especially since Amazon has been working with several radio broadcasters to facilitate access.

This changed in March 2017 when Federated Media launched its custom Alexa skill that enabled B100 listeners to simply say, “Alexa, open B100” and immediately be greeted by a personal welcome message from whichever on-air personality was taking requests. Listeners could back then enjoy more than just TuneIn’s live stream. They could access six podcasts and five on-demand options by voice. As an added bonus, they’ve also received the added customer service of the Federated team. Radio stations played through amazon Alexa radio skill are in control of their own delivery, allowing them to add their own personality to the content, and have access to all the listeners data as well.

Increase your radio audience using this one “futuristic” tech

The response was tremendous. As soon as listeners heard B100 on a smart speaker, they immediately understood the potential amazon Alexa radio skills offered broadcast radio stations in terms of listener growth and engagement.

People are talking to Alexa; but, the smart speaker is not the only one listening. Radio industry leaders are also paying attention to amazon alexa radio stations. They are designing digital plans to make listening to their own streams on voice assistant platforms as easy as possible. Shifts in consumer spending habits are creating a sense of urgency among radio owners to enhance audience outreach. Almost 10% of smart speaker owners say that they listen to the radio more often since owning a device.

Larry Linietsky is a senior VP of operations and business development for Cumulus Digital. He said the radio broadcaster has made radio stations on Alexa for 367 of its 428 stations, as well as Google actions for 17 of its largest podcasts.

Most successful Alexa radio skills

Nowadays, it’s common for people to listen to the radio for the weather, sports, news, and special programs. What if you’re not near your radio? Maybe you no longer have a radio at home. That’s okay! Amazon Alexa is now compatible with radio. If a skill has already been developed for the radio, Amazon Alexa can play it. Let’s mention here some successful and active Alexa radio skill.

Radio Mystery Theater has 248 reviews in total and an overall score of 4.1. They are available on Alexa and you can access their skill by saying “Alexa, Open Radio Mystery Theater”, “Alexa, next”, “Alexa, Previous”.

All India Radio has 404 reviews in total and an overall score of 4.2. They are available on Alexa and you can access their skill by saying “Alexa, open all India Radio”, “Alexa, Alexa, ask All India Radio to play Vividh Bharati”, “Alexa, ask All India Radio for a new station”.

K-LOVE Radio has 225 reviews in total and an overall score of 4.7. They are available on Alexa and you can access their skill by saying “Alexa, play K LOVE”, “Alexa, ask K LOVE what’s playing”, “Alexa, ask K LOVE to play Christmas music”.

Users can search for Alexa radio skills on Alexa skills -> Music & Audio -> Streaming Services/Podcasts. Amazon displays a list of Alexa radio skills created, their rates, if they are free to enable or not, and a short description.

How can you build Alexa radio skill? [Using Ipervox]

Ipervox offers the possibility to build free Alexa radio skills in less than five minutes. All you will need to do is to choose the URL of a radio streaming and paste it into the Ipervox web-based application as shown in the extended tutorial here.

Your skill will be validated by Amazon, and only after their review, it will be available for the audience. A list of short tips would never harm anyone, so read them through before deciding to build your alexa radio skill with Ipervox.

• Make sure to use the same language on the content as per your amazon account.
• Common voice name needs to be at least two words. Skill names are getting crowded on a daily basis, that is why it deserves well thinking before proceeding. Ipervox will help you with that, by popping up a window if a rule is not respected.
• You will need an Amazon developer account to test and publish your skill. Connect it with ipervox.com to create your skill.
• Your skill will start building as you speak, so please do not close the window

Why should you choose to login into this future with Ipervox?

Ipervox allows businesses to create “the Alexa radio skill of the future” with a voice app. This easy-to-use tool streamlines a lot of the work and time required to create such an app from scratch. By creating an Alexa radio skill, radio broadcasters can be one step ahead of technology and reach a wider audience.

By using Ipervox free plan radio broadcasters can create for free their custom Alexa radio skill, no credit card required. Users can import the link of their radio while creating the skill due to our XML RSS import. By linking their amazon developer account they can publish their created skill on Alexa without any extra effort. This skill can be accessed for free by up to 2000 users. This plan is the best suit for individuals and companies that start with voice technology.

The advantage against TuneIn or Spotify

Creating an Alexa radio skill with Ipervox has many advantages when compared to TuneIn, Spotify, or other intermediate platforms. How?

According to James Cridland, TuneIn appears not to care about radio. It carries outdated and wrong information about stations, which is disappointing considering how many stations rely on them. Unfortunately, radios on TuneIn and podcasts on Spotify are put there, without any extra effort. Thus when users need to say “Alexa open radio [name] on TuneIn”, and it is not up to radios to answer their own users’ requests. TuneIn is giving the answer to them, by using their own radio system. It gets even more complicated when radios have similarities in their names. Or when the name of the radio is difficult to pronounce. Providers like TuneIn or Spotify are not able to customize your radio name for Alexa skill.

Users or radios do not have autonomy on these platforms. With Ipervox they can create their own version of their radio by creating an Alexa radio skill and in this scenario, Alexa is the one answering the users for their request. Additionally, they can see their Alexa skill analytics and also find out the areas for improvement.

An Alexa radio skill can even send a notification if there is any news radio broadcasting need to share to their users. Radio streaming with Alexa gives the opportunity to bring back the shared listening behaviour into the home, something radio has always been good at. The communication with the audience is easier, by allowing radios to check the answers the skill gives to their us. Reach a new audience today! By creating an Alexa radio skill you can reach thousands of people who don’t listen to your radio yet.

Don’t forget to give us your 👏 !

---

Create Alexa Radio Skill — Ultimate Guide 2021 was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

4 Reasons Why Your Online Classes are Failing and How to Fix Them 

Have you recently set up your course or program, but aren’t seeing the great results you expected? Or have you been using the same online tools for months, but still feel that classroom learning isn’t as ideal as offline learning?

If your answer is yes to any of the questions, don’t be too hard on yourself – it doesn’t mean that online education technology tools are ineffective! What you need to do instead is to assess your situation and some small but necessary changes. Here are four reasons why your online learning classes might be failing and how you can fix them.

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A multi-tenant chatbot with Dialogflow — Part 2 ( Implementation)

This article is a follow-up on my previous article on multi-tenant-chatbot with Dialogflow. Here, I am going to describe a step-by-step implementation of a multi-tenant Smart Attendant using Dialogflow described in my previous article.

Step 0: Clone my Github repo

maheshmahadevan/multi-tenant-chatbot

git clone https://github.com/maheshmahadevan/multi-tenant-chatbot

Step 1: Get a Dialogflow account

Go and sign up for Dialogflow ES services which offer basic Dialogflow features for free. Details on different offerings, pricing, and link to sign up are present here.

Step 2: Setup Agent and Intents

Once you have an account, you will need to set up an Agent, Intents, and Fulfillment webhook to get this working. In this step, we will cover the creation of the Agent and different Intents required for Smart Attendant.

Create a new agent and name it. This will also create a new GCP project for you which we will need to use in the future to call our agent via API

Create a New Intent and name it “SmartAttendant”

Add an outgoing context to this called “smartattendant-level1”. This context will help initiate our follow up intent.

Fill in an event and training phrase to trigger this Intent. You only need one of them, but for the purposes of this exercise and testing we will add both.

Add a default response to the Intent, ideally if we pass the right data this response should never be returned. Enable webhook call which will invoke the fulfillment API to add the tenant-specific response to this Intent. Details on how to setup fulfillment API are below.

Save the Intent. We need to add two more follow-up Intents. This Intent will serve as an entry point for the caller.

Before creating additional follow-up Intents, let’s create an Entity for Department. Entities are types in Dialogflow that help us extract Parameters from user inputs. In this scenario, we are looking to extract department names such as Sales, Service, etc from user input.

Next, create another Intent and update the input and output context as shown. Please note the input context for this Intent is same as output context from previous Intent.

Create two parameters called level1_dept and level2_dept and link them to the entity department we created previously. You can also mark level1_dept as a required field and add a default prompt in case it is not provided by user

Add few training phrases for this Intent and suggest what the department names could be in those phrases. Also, Enable fulfillment webhook for this Intent

Create the next Intent to capture second-level departments when needed. Update the input context accordingly. There is no need for an output context here as this is supposedly our final Intent

Add the Training phrase and parameters. Please note, in order to carry forward the parameters from previous contexts, Dialogflow expects a “special syntax” in the value field as seen in the screenshot below. You can read in detail about this syntax here. Just like previous two Intenets, Enable fulfillment webhook on this Intent as well.

Trending Bot Articles:

1. Chatbot Trends Report 2021

2. 4 DO’s and 3 DON’Ts for Training a Chatbot NLP Model

3. Concierge Bot: Handle Multiple Chatbots from One Chat Screen

4. An expert system: Conversational AI Vs Chatbots

Step 3: Set up Authentication

Please follow the steps mentioned in this article to setup GCP authentication for the project. This is required to call Dialogflow agent via REST API from your local machine. You can get the name of the project from the Dialogflow agent dashboard.

Step 4: Set up Fulfillment Webhook

Enable fulfillment webhook by using the Inline editor checkbox. You can also create a webhook outside of Dialogflow, but this is outside the scope of this article.

As soon as you enable the Inline Editor on Fulfillment, you will notice a pop-up as illustrated below. What this means is that you will have to set up your billing on the corresponding google cloud project in order to use this functionality. If you only intend to use this project for learning/development purposes, the first 2 million invocations of cloud functions every month are free ( as of 26th March 2021), so you should be covered unless you decide to go beyond that number of invocations. Please refer to their official pricing information page for more details.

Once the billing is enabled, copy the fulfillment-index.js and package.json from multi-tenant-chatbot/fulfillment-api folder of the cloned repository.

Press Deploy and wait for it to finish the deployment on the GCP.

Step 5: Invoke Intent Detection Rest API

Go to the cloned repository of multi-tenant-chatbot and run npm install command

Start the server once the npm install command is finished

> npm install
... ** Wait for the install to finish **

> node server.js
Started listening at port - 3000

Call the rest end-point to initiate conversation with SmartAttendant.

The first call will invoke the Smart Attendant using the event. In addition, you will need to also pass a couple of custom payload information for customer identification and the time of the day when this call is initiated. These payload data are in turn forwarded to fulfillment-api webhook which uses them to identify the correct response to be sent back to the user as per the configuration.

---First call to initiate Smart Attendant for customer abc_car during the afternoon time. Feel free to change the time to evening to see the response---

curl -X POST -H 'Content-Type: application/json' http://localhost:3000/intent/detectintent -d '{ "projectId": "<YOUR_GCP_PROJECT>", "event": "SMART_ATTENDANT", "languageCode" : "en-US", "payload" : { "fields" : { "customer" : { "stringValue": "abc_car", "kind": "stringValue" }, "time" : { "stringValue": "afternoon", "kind": "stringValue" } } } }'

---Response---
{
    "sessionId": "dfeaacwf-6d7f-4a05-ab3e-da2b98f72c2b",
    "responseText": "Welcome to ABC Car Dealership, please say in words where you want to redirect your call , for example , say Sales or Connect me to Service"
}

I am sure you might be wondering what is the relevance of sessionId in the response. SessionId field in the Intent Detection API manages and binds the contexts of Intents over multiple calls. In short, we will need to pass this context in our subsequent call for Dialogflow to bind the query to this session. Any contexts and their parameters stored in the session will be available for fulfillment of the query bound with that specific session.

---Second call.User wishes to speak to a Sales agent, use the sessionId from first response in the input json. ---

curl -X POST -H 'Content-Type: application/json' http://localhost:3000/intent/detectintent -d '{ "sessionId": "<SESSION_ID_FROM_PREVIOUS_RESPONSE>", "projectId": "<YOUR_GCP_PROJECT>", "query": "Sales please", "languageCode" : "en-US", "payload" : { "fields" : { "customer" : { "stringValue": "abc_car", "kind": "stringValue" }, "time" : { "stringValue": "afternoon", "kind": "stringValue" } } } }'

--Response. Since this particular Departments has sub-departments, the intent responds back asking to which specific Sales department does User wish to speak---

{"sessionId":"<SESSION_ID_FROM_PREVIOUS_RESPONSE>",
"responseText":"BMW , Audi or Mercedes"}

---Third Call ... User wishes to speak to a Mercedes agent.---

curl -X POST -H 'Content-Type: application/json' http://localhost:3000/intent/detectintent -d '{ "sessionId": "<SESSION_ID_FROM_PREVIOUS_RESPONSE>", "projectId": "<YOUR_GCP_PROJECT>", "query": "Mercedes", "languageCode" : "en-US", "payload" : { "fields" : { "customer" : { "stringValue": "abc_car", "kind": "stringValue" }, "time" : { "stringValue": "afternoon", "kind": "stringValue" } } } }'

--- Final Response and completion of Intent, User will be redirected to Mercedes Sales agent. As you can notice, Dialogflow made use of the session data to fill in the level1_dept i.e "Sales" passed in the previous query, in its response. ---

{"sessionId":"<SESSION_ID_FROM_PREVIOUS_RESPONSE>",
"responseText":"Trying to contact someone from Sales in Mercedes"

That’s all folks. I hope you liked the above implementation and can find some good use-cases for it. Drop me a note or create a GitHub issue if you see any problems or bugs with the above setup. Enjoy !!

Don’t forget to give us your 👏 !

---

A multi-tenant chatbot with Dialogflow — Part 2 ( Implementation) was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

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