Google 的 Contact Center AI 解決方案提供以 AI 技術輔助對話為基礎的自然互動體驗。使用 Contact Center AI，即可自動化顧客與後端支援服務專員之間的互動。Contact Center AI 可為真人服務專員提供即時資訊、工作流程和逐步指引，讓專員能專心處理較複雜和特殊的來電。
Contact Center AI 包含多個元件，其中一個元件是 Dialogflow，可讓您在短時間內建立進階虛擬服務專員。這類虛擬服務專員不但能在話題之間順暢轉換、處理追加問題，還能 24 小時全年無休地在多個管道中運作，大幅減少真人服務專員介入的需求。
[[["容易理解","easyToUnderstand","thumb-up"],["確實解決了我的問題","solvedMyProblem","thumb-up"],["其他","otherUp","thumb-up"]],[["難以理解","hardToUnderstand","thumb-down"],["資訊或程式碼範例有誤","incorrectInformationOrSampleCode","thumb-down"],["缺少我需要的資訊/範例","missingTheInformationSamplesINeed","thumb-down"],["翻譯問題","translationIssue","thumb-down"],["其他","otherDown","thumb-down"]],["上次更新時間：2025-09-05 (世界標準時間)。"],[[["\u003cp\u003eThis documentation outlines how Apigee and Apigee hybrid support integration with Google's Contact Center AI solution, specifically focusing on Dialogflow.\u003c/p\u003e\n"],["\u003cp\u003eApigee facilitates the interaction between Dialogflow virtual agents and backend services, ensuring seamless communication and data exchange.\u003c/p\u003e\n"],["\u003cp\u003eThe ParseDialogflowRequest policy in Apigee extracts relevant data from Dialogflow's WebhookRequest into flow variables for backend service use.\u003c/p\u003e\n"],["\u003cp\u003eThe SetDialogflowResponse policy in Apigee formats response data from backend services into a WebhookResponse, compatible with Dialogflow virtual agents.\u003c/p\u003e\n"],["\u003cp\u003eApigee's AssertCondition policy can be used alongside the Dialogflow policies to further streamline the integration between Apigee and Dialogflow.\u003c/p\u003e\n"]]],[],null,["# Integrating with Contact Center AI\n\n*This page\napplies to **Apigee** and **Apigee hybrid**.*\n\n\n*View [Apigee Edge](https://docs.apigee.com/api-platform/get-started/what-apigee-edge) documentation.*\n\nThis document describes the support available in Apigee for integrating with Google's [Contact Center AI](https://cloud.google.com/solutions/contact-center).\n\nIntroduction\n------------\n\n\nGoogle's Contact Center AI solution offers natural interactions based on AI-powered\nconversation. By using the Contact Center AI, you can automate the interactions between\nyour customers and your backend support agents. The Contact Center\nAI frees human agents to focus on more complex and specialized calls, providing them\nwith real-time information, workflows, and turn-by-turn guidance.\n\n\nThe Contact Center AI has many components. One of the components is Dialogflow which lets you\ncreate advanced Virtual Agents within a short time. These Virtual Agents can seamlessly\nswitch between topics, handle supplemental questions, and operate across multiple channels\n24/7 to minimize live agent interventions.\n\n\nWhen your customer is interacting with a Dialogflow virtual agent, the agent might\naccess your backend services to gather information. Also, the agent might send\ninformation that you want to store in your backend systems. Dialogflow defines the format of\nthe response data. So, a Dialogflow agent accepts the response\ndata from your backend services only in the specified format. Similarly, your backend services might\nrequire the request data in a specific format. As a backend service integrator, you have to\nensure seamless communication between your Dialogflow agent and your backend services.\n\nSupport for Dialogflow in Apigee\n--------------------------------\n\nYou can use Apigee to manage the interactions between Dialogflow and your backend services.\nApigiee's ParseDialogflowRequest and SetDialogflowResponse policies enable easier integration\nwith Dialogflow. By using these policies, you can easily plug-in your backend services\nto handle fulfillment requests from Dialogflow.\n\n\nThe ParseDialogflowRequest policy processes the [WebhookRequest](/dialogflow/cx/docs/concept/webhook#webhook-request) from a Dialogflow\nvirtual agent before sending the request data to your backend services. The policy extracts data from\nthe WebhookRequest into the flow variables, which your backend services can use.\nFor more information, see [ParseDialogflowRequest policy](/apigee/docs/api-platform/reference/policies/parse-dialogflow-request-policy).\n\n\nThe SetDialogflowResponse policy processes and formats the response data from your\nbackend services as a [WebhookResponse](/dialogflow/cx/docs/concept/webhook#webhook-response) to the Dialogflow virtual agent.\nThe policy constructs a WebhookResponse in the required format for a Dialogflow agent.\nFor more information, see [SetDialogflowResponse policy](/apigee/docs/api-platform/reference/policies/set-dialogflow-response-policy).\n\n\nIf you are a backend service integrator, you need not spend time understanding the\nformat of the Dialogflow's WebhookRequest or WebhookResponse. The Dialogflow policies will handle\nthe format conversion for you.\n\n\nThe following image shows how the ParseDialogflowRequest and SetDialogflowResponse\npolicies assist you in handling Webhook requests and responses from the Dialogflow agents.\n\n\nApart from the ParseDialogflowRequest and SetDialogflowResponse policies, Apigee provides\nthe AssertCondition policy that lets you evaluate conditional statements using\nyour flow variables. You can use the AssertCondition policy together with the\nDialogflow policies to further simplify your effort in integrating Apigee with Dialogflow.\nFor more information, see [AssertCondition policy](/apigee/docs/api-platform/reference/policies/assert-condition-policy)."]]
