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Conversational Agents and Dialogflow

Conversational Agents and Dialogflow

Build hybrid conversational agents with both deterministic and generative AI functionality. This allows you to have strict controls and use generative AI to better meet customer needs.

Dialogflow CX is generally available (GA) and Conversational Agents is currently in Preview. 

  • Support rich, intuitive customer conversations, powered by Google's leading deterministic and generative AI

  • One comprehensive development platform for text and voice-based virtual agents

  • Join a community of over 1.5 million developers building with Dialogflow and Conversational Agents 

  • Create agents with a few clicks using Vertex AI Agent Builder and the Conversational Agents UI

Benefits

Boost your customer and agent experiences

Predictability and control with no / low code

Out of the box quality for customer engagement

Customer engagement integrations

Short time to production

Key features

Provides intelligent customer experience across channels and devices

Manage multiple channels, large volume of interactions, complexity of interactions and agent workforce challenges all in a single platform

Generative AI agents and Visual flow builder

Create virtual agents with just a few clicks. Connect your webpage or documents to your virtual agent and leverage foundation models for generating responses from the content, out of the box. You can also call a foundation model to perform specific tasks during a virtual agent conversation or respond to a query contextually, significantly reducing development effort and making virtual agents more conversational.

Reduce development time with interactive flow visualizations that allow builders to quickly see, understand, edit, and share their work. It also allows for easy collaboration across teams.

Customer steering and understanding

Automatically direct customer interactions to the appropriate specialist / pre-built flow at the right time based on the customer’s intent and conversation data. 

Building this experience can be low effort and done out of the box, and routing based on intent rather than static rules can help speed up the problem resolution process.

Multimodal conversations and multi-lingual self service

Call companion provides an interactive visual interface on a user’s phone during voice session. Users see options quickly while the conversational agent speaks with them, and they can share input via text, images, and visual elements such as clickable cards to support the conversation, all designed to help improve self-service abandonment rates, time to resolution, and cost per interaction.

Improve abandonment rates, average speed to answer, and CSAT with Google’s advanced translation AI. This allows you to engage with customers in their native language and better empathize with them. Our Conversational Agents solution supports 100+ languages and can be deployed to your self-service agents.

Omnichannel implementation

Build once, deploy everywhere—in your contact centers and digital channels. Seamlessly integrate your agents across platforms, including web, mobile, and messenger, with Google Cloud’s CCaaS, and with telephony partners, such as Avaya, Cisco, Genesys, and NICE.

State-based data models and end-to-end management

Reuse intents, intuitively define transitions and data conditions, and handle supplemental questions—allowing customers to deviate from the main topic, then gracefully return to the main flow. Add generators and generative fall-backs to increase the content coverage and handle in-flow “chit-chat” without expensive, complex training. 

Take care of all your agent management needs, including CI/CD, analytics, experiments, and bot evaluation inside Dialogflow—you don't need any other custom software.

Documentation

Technical resources

Google Cloud Basics

Conversational Agents and Dialogflow CX basics

Review the basics of using Dialogflow CX and an overview of the most important concepts.

Quickstart

Conversational Agents and Dialogflow CX quickstarts

Learn how to get started with Dialogflow CX from setting up, to building using the console, and to interacting with an agent using the API.

Google Cloud Basics

Dialogflow ES basics

Learn the basics of using Dialogflow ES with an overview of the most important concepts.

Quickstart

Dialogflow ES quickstarts

See how you can get started and running with Dialogflow ES.

Quickstart

Get started with Vertex AI Agent Builder

Learn how to create and use your first generative AI agent using Vertex AI Agent Builder.

Not seeing what you’re looking for?

Use cases

Use cases

Use case
Voicebots for customer service

Give customers 24/7 access to immediate conversational self-service, with seamless handoffs to human agents for more complex issues by building virtual agents and interactive voice response (IVR) that can perform tasks, such as scheduling appointments, answering common questions, or assisting a customer with simple requests. 

Virtual agents for contact center image
Use case
Chatbots for B2C conversations

Connect with your customers on their preferred platform, at any time, from anywhere in the world. Whether your customers want to ask common questions or access specific information, text virtual agents offer an instant and satisfying experience for customers who want quick and accurate responses.

Text virtual agents for messenger image
Compare features

Dialogflow Editions

Dialogflow is available in two editions. The agent type, features, pricing, and quotas vary for each edition.

Features

Conversational Agents and Dialogflow CX

Advanced agents with most innovative capabilities for large or complex use.

Dialogflow ES (Essentials)

Standard agents for small to medium and simple to moderately complex use.

Multilingual support: engage with your global user/customer base

Analytics: gain insights into agent performance and customer engagements

  • Advanced performance dashboards 

  • Data export to custom dashboards

  • State-based visualizations

  • Performance dashboards 

  • Data export to custom dashboards

Omnichannel integration: build once, deploy across your contact center and digital channels 

  • Integration across digital channels, including web, mobile, messenger, and others

  • Advanced one-click telephony integration

  • Integration into popular channels, such as Google Assistant, Slack, Twitter, and others

  • One-click telephony integration

Prebuilt agents: accelerate time to production with a library of agents prepared for common use cases 

  • 40+ template agents for building conversations for dining out, hotel booking, navigation, IoT, and more

Advanced AI: take advantage of best machine learning models developed by Google Research

  • State-of-the-art BERT-based natural language understanding (NLU) models

  • Cutting-edge speech recognition and speech synthesis models 

  • Standard high-quality natural language understanding (NLU) models

  • Cutting-edge speech recognition and speech synthesis models

Visual flow builder: quickly see, understand, edit, and share work with interactive flow visualizations

  • Reduce development time by 30% with an intuitive visual builder for visual state machine

  • Form-based bot builder

State-based models: switch between topics and manage complex flows with ease

  • Reuse intents and intuitively define transitions and data conditions

  • Flat data model for simple use cases

Supplemental questions: handle deviations in conversations, then gracefully return to the main flow

  • Models capable of easily defining and detecting minor conversation detours

  • Not supported

Native IVR settings: optimize for Contact Center AI deployments

  • Supports settings such as DTMF, live agent handoff, barge-in, speech timeouts

  • Not supported

Flow-based modules: manage your agents easily and work on independent flows simultaneously

  • Supports up to 20 independent conversation flows with 40,000 intents

  • Shared intents and training phrases across flows

  • Supports up to 10 sub-agents with as many as 20,000 intents

  • Intents and training phrases not shared across sub-agents

Testing: evaluate the quality of your agents to uncover bugs and prevent regressions

  • Advanced multi-turn simulator

  • Create and manage test cases for continuous evaluation

  • Standard simulator

  • Test cases not supported

End-to-end management: take care of all your agent management needs inside Dialogflow

  • Flow-level versions and environments support for testing and deployment

  • Experiments and traffic-splitting natively supported

  • Basic versions/environments support

  • Experiments and virtual agent evaluation not supported

Speaker ID: leverage biometric voice identification to identify and verify users

  • Quickly identify users with just their voice

  • Increase security with an extra layer of verification

  • Reduce user frustration by eliminating pins and passcodes

  • Not supported

Advanced agents with most innovative capabilities for large or complex use.

Multilingual support: engage with your global user/customer base

Analytics: gain insights into agent performance and customer engagements

  • Advanced performance dashboards 

  • Data export to custom dashboards

  • State-based visualizations

Omnichannel integration: build once, deploy across your contact center and digital channels 

  • Integration across digital channels, including web, mobile, messenger, and others

  • Advanced one-click telephony integration

Prebuilt agents: accelerate time to production with a library of agents prepared for common use cases 

Advanced AI: take advantage of best machine learning models developed by Google Research

  • State-of-the-art BERT-based natural language understanding (NLU) models

  • Cutting-edge speech recognition and speech synthesis models 

Visual flow builder: quickly see, understand, edit, and share work with interactive flow visualizations

  • Reduce development time by 30% with an intuitive visual builder for visual state machine

State-based models: switch between topics and manage complex flows with ease

  • Reuse intents and intuitively define transitions and data conditions

Supplemental questions: handle deviations in conversations, then gracefully return to the main flow

  • Models capable of easily defining and detecting minor conversation detours

Native IVR settings: optimize for Contact Center AI deployments

  • Supports settings such as DTMF, live agent handoff, barge-in, speech timeouts

Flow-based modules: manage your agents easily and work on independent flows simultaneously

  • Supports up to 20 independent conversation flows with 40,000 intents

  • Shared intents and training phrases across flows

Testing: evaluate the quality of your agents to uncover bugs and prevent regressions

  • Advanced multi-turn simulator

  • Create and manage test cases for continuous evaluation

End-to-end management: take care of all your agent management needs inside Dialogflow

  • Flow-level versions and environments support for testing and deployment

  • Experiments and traffic-splitting natively supported

Speaker ID: leverage biometric voice identification to identify and verify users

  • Quickly identify users with just their voice

  • Increase security with an extra layer of verification

  • Reduce user frustration by eliminating pins and passcodes

Standard agents for small to medium and simple to moderately complex use.

Multilingual support: engage with your global user/customer base

Analytics: gain insights into agent performance and customer engagements

  • Performance dashboards 

  • Data export to custom dashboards

Omnichannel integration: build once, deploy across your contact center and digital channels 

  • Integration into popular channels, such as Google Assistant, Slack, Twitter, and others

  • One-click telephony integration

Prebuilt agents: accelerate time to production with a library of agents prepared for common use cases 

  • 40+ template agents for building conversations for dining out, hotel booking, navigation, IoT, and more

Advanced AI: take advantage of best machine learning models developed by Google Research

  • Standard high-quality natural language understanding (NLU) models

  • Cutting-edge speech recognition and speech synthesis models

Visual flow builder: quickly see, understand, edit, and share work with interactive flow visualizations

  • Form-based bot builder

State-based models: switch between topics and manage complex flows with ease

  • Flat data model for simple use cases

Supplemental questions: handle deviations in conversations, then gracefully return to the main flow

  • Not supported

Native IVR settings: optimize for Contact Center AI deployments

  • Not supported

Flow-based modules: manage your agents easily and work on independent flows simultaneously

  • Supports up to 10 sub-agents with as many as 20,000 intents

  • Intents and training phrases not shared across sub-agents

Testing: evaluate the quality of your agents to uncover bugs and prevent regressions

  • Standard simulator

  • Test cases not supported

End-to-end management: take care of all your agent management needs inside Dialogflow

  • Basic versions/environments support

  • Experiments and virtual agent evaluation not supported

Speaker ID: leverage biometric voice identification to identify and verify users

  • Not supported

Pricing

Pricing

Conversational Agents and Dialogflow are priced monthly based on the edition and the number of requests made during the month.

New customers receive a $600 credit for a $0 trial of Dialogflow CX. This credit is automatically activated upon using Dialogflow CX for the first time and expires after 12 months. This is a Dialogflow-specific extension of the Google Cloud $0 trial.

Partners

Integrate Converstional Agents and Dialogflow into your contact center and channels with Google Cloud CCaaS or our trusted partners.

  • Audiocodes logo
  • Avaya logo
  • Cisco logo
  • Five9 logo
  • Genesys logo
  • Infobip logo
  • Mitel logo
  • Nice inContact logo
  • SignalWire logo
  • Twilio logo
  • Ujet logo
  • Voximplant logo

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