Build an FAQ bot with Dialogflow and Google Sheets

[Music] knowledge allows you to connect FAQ on a website or as I've done here I've created FAQ is in a Google sheet and I just simply can import that into dialogue flow and turn this information into a conversational experience in just a few clicks this is still a beta feature and so the first thing you'll want to do is you want to click the Settings icon for your bot and you'll want to enable that feature so this will enable all dialogue flow beta features and api's and you'll hop into that will want to click Save and then what we can do is we can go to knowledge and we can create our first knowledge base so let's click the blue create knowledge base button and we'll just call this FAQ restaurants I'll click the Save button and now we'll need a knowledge document so here I have some fa Q's and I will click file download and I will export this file in comma separated value format now the files saved to my desktop and I can go back to dialogue flow and we can create the first document so I'm gonna call this FAQ Google sheet just so I know that the source is the Google sheet and I'm going to click the type and FAQ and then for mime type we'll select CSV remember we couldn't pick a website as a source in which case it would be HTML and it will take the data from an existing HTML page but here we're working with a CSV file I'm gonna choose to upload from my computer so I'll select that and I'll click select file and I won't click that and I will click create [Music] so now we have a document and we can view the details of that document and as I scroll down you can see that Google was able to take the data from the Google sheet and create a more structured data format for dialogue flow so that users can ask questions and you can respond with the answers that you've already added for those questions in the Google sheet now if we want to go back we can just click these three dots and click the back button or you can just click knowledge as you can see we now have a knowledge base and if we click it you'll see our document now what we'll need to do is we'll need to add responses and we can use the responses in the Google sheet so you can just click this and you'll see that it refers to our knowledge base but we can also add additional documents and we can have more than one source of knowledge for the answers let's go ahead and click Save and then we can test it out [Music] okay let's take the first question here I'll copy that we can paste that right into the dialogue flow testing console so why hasn't my order arrived yet I'll hit enter and you'll see this is what the user says that's the query and this is the response the user will get please allow up to 60 minutes so this reflects what we have in our Google sheet we can actually see that when we type something similar like where's my order we will get the same response now if we want to understand how it works we can just click this diagnostic info and you can see here when up the user says where's my order this is the response please allow up to 60 minutes to receive your order and you can see here that dialogue flow does what's called as an intent detection confidence score so our score here is close to one one being a hundred percent match so this is close to one if we scroll down we can see that dialogue flow also found why hasn't my order arrived yet and also found that to be a high confidence level you can see it says hi and that is pretty close to one but if we keep scrolling down you can see the question can I get a refund also matched high but the confidence score was just under eight so it didn't deliver that response because it wasn't as high a confidence score as some of the other ones and here you can see can I pick out my order also even though it contained the word order in it and it was a question it was a high match confidence level but the confidence school was you know only about 0.75 or 75 percent and so that's how it works it basically will prioritize the answer that is given to the user based on a confidence level being high and a confidence score okay let's now test this out in messenger I have a facebook messenger bot hooked up to this dialogue flow agent and the bot is already responding to small talk common things that users say and these are saved as intense but let's ask the bot a question that was in our Google sheet and see if it produces the expected response will ask why hasn't my order arrived yet [Music] now that's an exact match so that's great we know that it's working but let's ask it a different way let's ask where's my order and we also got the expected response we can see that dialogue flows natural language processing is working using a simple FAQ that we added to the Google sheet okay now let's say we want to make changes we want to fix some spelling mistakes like receive is spelled incorrectly so we'll change that and maybe we have some other questions we want to add because things happen over the course of the year so let's ask the question are you open Christmas Eve and then we can answer that question yes we are open from 6 p.m. to 11 p.m. and we now want to import that into dialogue so we'll go through the same process we'll go file download and we'll select comma separated values and that'll get saved to our desktop now in dialogue flow we can simply click add new document and we'll name this Google sheet version 2 and the knowledge type its FAQ and the mime type is CSV and we'll want to select that from our desktop so we can select the file and there it is upload that and create a new document for our knowledgebase okay now we have two documents that have been added we have the original Google sheet and the new version that we just edited since this is the same document it's just been updated we can then go ahead and select this first version and we can delete it [Music] then we can click Save now we have an updated knowledge base using the new version of the Google sheet that we just uploaded to dialogue flow now let's add another document source for our knowledge base I'm gonna take this FAQ from Domino's Pizza and I'm going to add this to our dialogue flow knowledge base we'll click new document and then we'll enter the document name let's call this FAQ web and the knowledge type is going to be FAQ as well and the mime type however is going to be HTML now we want to select URL as the data source and we can simply paste in the link one of the things you can do is select this checkbox and occasionally Google will spider that and we'll update your knowledge base for you automatically by detecting changes in the webpage now you can see here that we've added two documents we have the Google sheet as a source and we have our website FAQ as a source and these are two different document types and you can see here is the source this one is a URL and this is a file upload now we could take this and test it out I'm going to select that how do I update my online ordering account information input that into here and we can see if we get a response exactly as we have it in the website so this speeds up the time that we can ingest information into dialogue flow and train the bot using a couple of different document sources [Music]

Channel: Janis

Views: 17,306

Rating: 4.8783784 out of 5

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Id: 5-UbL6xg-8U

Length: 10min 30sec (630 seconds)

Published: Sat Jun 20 2020