About the Google Cloud Dialogflow CX integration

AI-generated summary

Genesys Cloud integrates with Google Cloud Dialogflow CX to enable conversational bot interactions in Architect call and message flows. The PCI DSS compliant integration supports secure call flows but is currently incompatible with custom text-to-speech voices. Available through Genesys AppFoundry, the integration requires appropriate Google platform service account credentials for implementation. Key features include: - Bot creation and management in Google Cloud Platform console - Support for multiple Dialogflow environments in Architect - Barge-in functionality configuration - Customizable speech model settings - Rich media capabilities including: - Quick replies for structured customer responses - Interactive cards with images, titles, body text, and buttons - Carousel displays - Message interaction support The integration enables administrators to configure bot conversations with structured response options and multimedia elements, facilitating guided customer interactions through both voice and messaging channels.

Use the Google Cloud Dialogflow CX integration to call Dialogflow CX bot actions in Architect call and message flows. This feature is PCI DSS compliant. You can use this integration in secure call flows. For more information, see PCI DSS compliance.

Note: Currently, custom text-to-speech (TTS) voices are incompatible with Google Cloud Dialogflow CX integration.

Overview

Genesys Cloud’s integration with Google Cloud Dialogflow CX allows bots to interact conversationally with customers.

Get the Google Cloud Dialogflow CX integration

Google Cloud Dialogflow CX is available from the Genesys AppFoundry.

Configure and activate the Google Cloud Dialogflow CX integration

To access the Call Dialogflow Bot action in Architect, your org must have appropriate Google platform service account credentials. Then, configure and activate the Google Cloud Dialogflow CX integration in your org.

Create a Google Cloud Dialogflow CX bot

Create a Google Cloud Dialogflow CX bot in the Google Cloud Platform console.

Use Google Cloud Dialogflow CX bots in interaction flows

Use Google Cloud Dialogflow CX bots in Architect interaction flows.

Work with rich media in message interactions

Administrators can set up quick replies and cards in bot conversations. Quick replies are responses that customers can select as a reply during a message interaction. Quick replies allow for fast and structured responses, enabling you to offer simple, guided answers to direct messages by choosing from a list of options. Cards are bot responses that contain an image, title, body, and list of buttons. Customers can interact with the cards by clicking a button.

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