dialogflow-cx

Google Cloud Build with AI Conversational Agents (Dialogflow CX)
1

For some reason, my flow performs worse than my playbook.

my playbook answers the questions right but the memory state is not passed on from one message in the flow to next message, this resets the counter and the new message has no context.

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but my playbook on the other hand answers these questions:

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how can I make sure that the flow does not return back from the playbook and stays there ?

2

Usually this is the influence of how you manage the response of the interlocutor, good approach isn’t to give the interlocutor only 1 type of sentence but can be 3-5 of the same. Although I have not tried CX but Dialogflow, I have experienced it.

3

Hi @calicartels,

Welcome to Google Cloud Community!

In addition to @nazwashabrina’s insight, here’s how to prevent a Flow from returning to the Playbook in Dialogflow CX:

  1. Within the “Duke Events” Flow, create a default route within the pages where you expect the user to ask “more events”. This default route should have no conditions (i.e., it will always match if no other route does).
    • The intent you are using should have a “No Match” event. This way, you can add some more questions/training phrases.
  2. Design the “Duke Events” Flow to handle all foreseeable interactions related to events. This minimizes the chance the Playbook needs to intervene.
    • Anticipate potential user intents. For example, if a user asks “What is the address of Rubinstein Arts Center?” while you are showing events, the “Duke Events” flow should ideally handle that question. If it can’t, control will likely return to the Playbook. Add a new Intent Route in the “Show Events” page, detect the intent, and respond.

Here are some approaches to troubleshoot and fine tune:

  • Create test cases that mimic the user’s journey and common queries. This helps identify where the Flow might be failing to handle requests.
  • If you see instances where the “more events” intent isn’t being correctly matched, add more training phrases to that intent.
  • Review the intents in your Playbook. Ensure that the Playbook isn’t trying to route to another flow unintentionally. If you have duplicate or similar intents in both the Playbook and the Flow, Dialogflow might sometimes choose the Playbook’s intent.

You may refer to these documentations for guidance on Agent construction using playbooks and flows and working with default flows and intents:

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