Conversational AI documentation

Google Cloud Conversational AI is a collection of conversational AI tools, solutions and APIs, both designers and developers can use:

Conversational AI Platforms (CAIP)
- Dialogflow ES for building small to medium, and simple to moderately complex virtual agents. (Console)
- Dialogflow CX for building large and complex virtual agents. (Console)
Contact Center Solutions
- Contact Center AI (CCAI) for automating conversations in contact centers. (Console)
- CCAI Platform a Contact Center as a Service (CCaaS).
- CCAI Insights for processing and identifying call drivers and sentiment. (Console)
- Agent Assist for supporting human agents during calls and chats by providing real-time assistance. (Console)
- Dialogflow CX for building virtual agents in contact centers. (Console)
There are many different ways to get started with Contact Center AI. Different products and tools are better suited for different technical requirements and types of users. This flowchart below is deigned to guide you to the right product to solve a given problem in CCAI, whether you're just getting started or trying to determine where to go next in your journey to improve your customer experience.
Language and Voice processing APIs
- Speech-to-Text (STT) for transcribing spoken voice to text. (Console)
- Text-to-Speech (TTS) for synthesizing written text to human voice.
- Text-to-Speech Custom Voice allows you to train a custom voice model using your own studio-quality audio recordings to create a unique voice.
- Natural Language for understanding text.
- Translation for translating text.
Related Products
- Business Messages Delight customers and drive results right from Google Search, Maps, and brand-owned channels. (Console)
- Google Assistant Actions on Google is a development platform for the Google Assistant. It allows the third-party development. (Console)
- Looker Dialogflow Analytics Parser Block

Training and tutorials

Book

The Definitive Guide to Conversational AI with Dialogflow and Google Cloud

Written by an expert Google developer advocate who works closely with the Dialogflow product team. Build enterprise chatbots for web, social media, voice assistants, IoT, and telephony contact centers with Google's Dialogflow conversational AI technology. This book will explain how to get started with conversational AI using Google and how enterprise users can use Dialogflow as part of Google Cloud Platform.

Conversational AI Dialogflow

Codelab

Dialogflow CX Advanced Codelab Build a retail agent

This codelab will guide you through building a website chatbot for a retail. The guide builds a chatbot for a fictional business called: G-Records. G-Records is a rock record label, based in California. The label has 4 rock bands signed; Alice Googler, G's N' Roses, The Goo Fighters and The Google Dolls. G-Records is selling band merchandise to all rock fans.

Dialogflow CX

Skill Boost Training

Create Conversational AI Agents with Dialogflow CX Skill Badge

Earn a skill badge by completing the Create Conversational AI Agents with Dialogflow CX quest, where you will learn how to create a conversational virtual agent, including how to: define intents and entities, use versions and environments, create conversational branching, and use IVR features. A skill badge is an exclusive digital badge issued by Google Cloud in recognition of your proficiency with Google Cloud products and services and tests your ability to apply your knowledge in an interactive hands-on environment. Complete this skill badge quest, and the final assessment challenge lab, to receive a skill badge that you can share with your network.

Dialogflow CX

Coursera Training

Customer Experiences with Contact Center AI - Dialogflow CX Specialization

Learn how to use CCAI Dialogflow CX. Learn how to use Contact Center Artificial Intelligence (CCAI) to design, develop, and deploy customer conversational solutions.

Dialogflow CX

Coursera Training

Virtual Agent Development for Software Developers with Dialogflow CX

In this course, learn how to develop more customized customer conversational solutions using Contact Center Artificial Intelligence (CCAI). In this course, you'll be introduced to more advanced and customized handling for virtual agent conversations that need to look up and convey dynamic data, and methods available to you for testing your virtual agent and logs which can be useful for understanding issues that arise.

Dialogflow CX

Coursera Training

CCAI Fundamentals

In this course, learn how to design customer conversational solutions using Contact Center Artificial Intelligence (CCAI). You will be introduced to CCAI and its three pillars (Dialogflow, Agent Assist, and Insights), and the concepts behind conversational experiences and how the study of them influences the design of your virtual agent. After taking this course you will be prepared to take your virtual agent design to the next level of intelligent conversation.

CCAI

Coursera Training

CCAI Operations & Implementation

In this course, learn some best practices for integrating conversational solutions with your existing contact center software, establishing a framework for human agent assistance, and implementing solutions securely and at scale.

CCAI

Codelab

Getting Started with Business Messages Part 1

This codelab is an introduction to integrating with Business Messages, which allows customers to connect with businesses you manage through Google Search and Maps. You may be a business wanting to integrate with Business Messages directly, or perhaps you're working at an independent software vendor building messaging solutions for the businesses that you work with, or maybe you just stumbled onto Business Messages and you want to tinker on the platform.

Business Messages

Codelab

Getting Started with Business Messages Part 2

This is the second codelab in a series aimed at building a Buy Online Pickup In Store user journey. In many e-commerce journeys, a shopping cart is key to the success of converting users into paying customers. The shopping cart also is a way to understand your customers better and a way to offer suggestions on other items that they may be interested in. In this codelab, we'll focus on building the shopping cart experience and deploying the application to Google App Engine.

Business Messages

Codelab

Business Messages Live agent transfer

Business Messages's live agent transfer feature allows your agent to start a conversation as a bot and switch mid-conversation to a live agent (human representative). Your bot can handle common questions, like opening hours, while your live agent can provide a customized experience with more access to the user's context. When the transition between these two experiences is seamless, users get their questions answered quickly and accurately, resulting in higher return engagement rate and increased customer satisfaction. This codelab teaches you how to make full use of the live agent transfer feature.

Business Messages

Coursera Training

Customer Experiences with Dialogflow ES

Learn about CCAI and building Dialogflow ES agents. Learn how to use Contact Center Artificial Intelligence (CCAI) to design, develop, and deploy customer conversational solutions

Dialogflow ES CCAI

Coursera Training

Virtual Agent Development in Dialogflow ES for Software Devs

In this course, learn to use additional features of Dialogflow ES for your virtual agent, create a Firestore instance to store customer data, and implement cloud functions that access the data. With the ability to read and write customer data, learner's virtual agents are conversationally dynamic and able to defer contact center volume from human agents. You'll be introduced to methods for testing your virtual agent and logs which can be useful for understanding issues that arise. Lastly, learn about connectivity protocols, APIs, and platforms for integrating your virtual agent with services already established for your business.

Dialogflow ES CCAI

Coursera Training

Virtual Agent Development in Dialogflow ES for Citizen Devs

In this course, learn how to develop customer conversational solutions using Contact Center Artificial Intelligence (CCAI). You will use Dialogflow ES to create virtual agents and test them using the Dialogflow ES simulator. This course also provides best practices on developing virtual agents. You will also be introduced to adding voice (telephony) as a communication channel to your virtual agent conversations. Through a combination of presentations, demos, and hands-on labs, participants learn how to create virtual agents.

Dialogflow ES

Codelab

Build Voice Bots for Android with Dialogflow Essentials & Flutter

In this codelab, you'll learn how to integrate a simple Dialogflow Essentials (ES) text and voice bot into a Flutter app. To create a chatbot for mobile devices, you'll have to create a custom integration.

Dialogflow ES Flutter

Codelab

Integrating Dialogflow with Google Chat

In this codelab, you'll learn how Dialogflow connects with Google Workspace APIs to create a fully functioning Appointment Scheduler with Google Calendar with dynamic responses in Google Chat.

Dialogflow ES Google Chat

Use cases

Best Practice

7 best practices for Dialogflow CX

We share 7 best practices that you should be implementing when using Dialogflow CX. From future proofing naming conventions for intents to training your agent with phrases in bulk, this video should have you covered. Watch to learn seven best practices when it comes to working with Dialogflow CX!

Dialogflow CX

Best Practice

Dialogflow CX Best practices guide

Dialogflow CX Agent Design Best Practices Guide

Dialogflow CX

Whitepaper

Blueprint Chat & Voice Analytics

Apparently most organizations that use chat and / or voice bots still make little use of conversational analytics. A missed opportunity, given the intelligent use of conversational analytics can help to organize relevant data and improve the customer experience.

Dialogflow BigQuery Google Analytics Google Assistant

Code samples

github

Reimagining Customer Experience - Omnichannel 360

Omnichannel Customer Service on Google Cloud. Conversational AI for web, telephony, SMS, Google Assistant and mobile. Customers ask us all the time. What's the future of customer care? We think your contact center shouldn't be a cost center but a revenue center. It should meet your customers, where they are, 24/7 and be proactive, ubiquitous, and scalable. It should become a trusted partner in your day to day life.

Dialogflow BigQuery Looker Firebase Business Messages Twilio

github

A best practice for streaming audio from a browser microphone to Dialogflow

A best practice for streaming audio from a browser microphone to Dialogflow or Google Cloud STT by using websockets. Airport SelfService Kiosk demo, to demonstrate how microphone streaming to Google Cloud works, from a web application.

STT TTS Dialogflow Translation

github

Dialogflow CX Bot Language Translation

A must read for everyone who would like to quickly turn a one language Dialogflow CX agent into a multi language agent.

Dialogflow CX Google Sheets Translate Jupyter Notebooks

github

Dialogflow CX Python Scripting API

The Python Dialogflow CX Scripting API (DFCX SCRAPI) is a high level API that extends the official Google Python Client for Dialogflow CX. SCRAPI makes using DFCX easier, more friendly, and more pythonic for bot builders, developers, and maintainers.

Dialogflow CX Python

github

Dialogflow CX Node JS examples

Dialogflow CX API: Node.js examples

Dialogflow CX Node.js

github

Dialogflow CX Python examples

Dialogflow CX API: Python Client and examples

Dialogflow CX Python

github

Dialogflow CX Java examples

Dialogflow CX API: Java Client and examples

Dialogflow CX Java

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Training and tutorials

Use cases

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Videos