Handle multiple customer calls and chats at once with Dialogflow CX

Design, build, and integrate your Dialogflow Agent with CallTrackingMetrics to engage multiple customer calls and chats simultaneously. Resolve customer issues automatically with the same level of detail and efficiency as a human call center agent. 

What is Dialogflow CX?

Dialogflow CX is CallTrackingMetrics’ integration with Google’s Dialogflow Agent. It’s built with natural language processing software and is designed to handle multiple conversations with your end users at the same time to help free up your team’s time for more important tasks.

How does the Dialogflow CX + CTM integration benefit my business?

With Dialogflow CX, you’ll be able to design, build, and train Google’s Dialogflow CX Agent and connect it to your CTM account to address a wide range of customer needs and concerns, similar to a human call center agent. You’ll use conversations and questions from past customer calls and chats to create a repository of common scenarios that can be effectively addressed by Dialogflow CX. 

The benefits are twofold: Your agents will have more time to focus on other tasks and strategies (or to address highly complex customer calls and chats) and more customers will be able to get their questions answered in a shorter time frame.

Key benefits of the Dialogflow CX integration

• Calls and chats in CallTrackingMetrics can be picked up and resolved by your Dialogflow Agent
• Once configured, Dialogflow CX can address a huge range of conversation scenarios that are likely to come up in your business
• Because Dialogflow Agent is built on a natural language processing module, customers’ needs and concerns can be addressed efficiently, naturally, and with nuance.

How does the Dialogflow CX + CTM integration work?

First, it’s up to you to set up a Dialogflow CX Agent in your Google Cloud Project. You then create a conversation profile, which trains your Dialogflow CX agent to handle common conversation scenarios with customers. 

Next, you grant permissions for voice and chat within the Google Cloud Console (GCC).

The last step in setting up your integration with Dialogflow CX Agent is to go to the CTM app and proceed with your standard integration setup. 

You can see detailed setup instructions in this Knowledge Base article.

If you have any more questions about our Dialogflow CX integration, please feel free to submit a ticket in our Support Hub!