Table of Contents
Introduction
Seize the Opportunity
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Introduction

In this lab we are going to improve on our FAQ Dialogflow bot, by converting some of our FAQs into intents, requiring some entities, and taking an action on the information that we gather.

Step 1. Converting Questions to Intents

Let’s make a question become an intent so that we can move into the role of providing a service
Go into Knowledge and click on the FAQ created, Click “View Detail”
Find the question about ‘schedule my sessions’ , select the question and click ‘convert it to intents’, click ‘convert’ and ‘Save’

Step 2. Create additional questions with entities

Click Intents and select your newly created intent
Find the newly created Intent and edit the response to include Are you looking for a specific track?
Click Save
Add an Entity to capture the answer to the question that we are asking

Click on Entities

Click Create Entity

Name: Track

Create the following: Contact Centre, Security, Wireless

Add some synonyms like Webex CC, CCX , CCE for ‘Contact Centre’

Make sure that allow automated expansion is toggled on

Click Save

Step 3. Create branch for ‘YES’ response from customer

Click Intents again and hover over the Intent that you just updated and Click the ‘add a follow-up intent’
Select the Yes intent
Open the new intent branch and under Actions and Parameters, add the ‘Track’ Entity, Mark it as Required, Mark it as a List, Add a prompt and Click Save
Under the response section, Create a response like Great. You can schedule $Track sessions here : https://www.ciscolive.com/emea/learn/sessions/session-catalog.html?search.learningmap=1614364767910004wK10#/

Step 4. Create new branch for agent handover

Go back to Intents and add an additional branch off from the Yes branch and select custom and open the new Intent
In Actions and parameters, Remove any test in the text box and replace it with LIVE_AGENT_HANDOVER
Make your response Sending you to an agent for additional assistance and Click Save

Step 5. Create branch for ‘NO’ response from customer

Go Back to Intents and add a new branch off from the Knowledge.Cisco Live FAQ.Cisco Live FAQ.When can I schedule and select No
Open the new Intent and add the response Is there anything else that I can do for you? and Click Save

Step 6. Let’s test our bot from inside Dialogflow

In the “Try is now” section in the upper right corner
Enter the test phrase When can Cisco Live sessions be scheduled?
In the response you should see the question that was added. Now, Enter yes in the user input field
When prompted for the track, Enter Contact Centre or any other variations (Webex CC, CCE, CCX)

Step 7. Testing using your website.

Go to your Glitch website and launch the chat
Run the same tests as above.

Seize the Opportunity

Take these new found concepts and let them run wild. Improve on the use cases that are in these labs or create your own. Challenge yourself to create solutions by breaking down problems into independent and deliverable steps.

Table of Contents