このドキュメントでは、Apigee で Google の Contact Center AI とのインテグレーションに利用できるサポートについて説明します。
はじめに
Google の Contact Center AI ソリューションは、AI を活用した会話に基づく自然なやり取りを提供します。Contact Center AI を使用すると、顧客とバックエンド サポート エージェント間のやり取りを自動化できます。Contact Center AI は、リアルタイムの情報、ワークフロー、ターンバイターンのガイダンスを提供し、人間のエージェントがより複雑で専門的な通話に集中できるようにします。
Contact Center AI には多数のコンポーネントがあります。その 1 つが Dialogflow で、高度な仮想エージェントを短時間で作成できます。これらの仮想エージェントで、トピックの切り替え、追加質問への対応、複数チャネルにまたがった作業を 24 時間年中無休でスムーズに行うことで、人間のエージェントの介入を最小限に抑えることができます。
[[["わかりやすい","easyToUnderstand","thumb-up"],["問題の解決に役立った","solvedMyProblem","thumb-up"],["その他","otherUp","thumb-up"]],[["わかりにくい","hardToUnderstand","thumb-down"],["情報またはサンプルコードが不正確","incorrectInformationOrSampleCode","thumb-down"],["必要な情報 / サンプルがない","missingTheInformationSamplesINeed","thumb-down"],["翻訳に関する問題","translationIssue","thumb-down"],["その他","otherDown","thumb-down"]],["最終更新日 2025-08-18 UTC。"],[[["\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)."]]
