Dialogflow CX: Enable IVR Features for your Voice Agent

In this Project, you will:

Enable and configure IVR features

Add in NoMatch and NoInput handling scenarios to escalate to an Agent

Add in rich voice responses with SSML

1 hour 30 minutes
No download needed
Shareable certificate
Desktop only

This is a self-paced lab that takes place in the Google Cloud console. Build a conversational agent that include IVR features that Dialogflow CX provides. Dialogflow CX provides a simple, visual bot building approach to virtual agent design. For a full voice experience, your Dialogflow CX Agent can be integrated with various conversational platforms, including telephony providers. In this lab, you'll explore these Interactive Voice Response (IVR) features as well as two additional features - conversation repair and Speech Synthesis Markup Language (SSML) - that help end users feel as though they're having a natural, interactive, and cooperative conversation. This lab will show you how to enable various IVR features, but you will only be able to test some of them with the Dialogflow CX Phone Gateway. Features like DTMF (Dual-Tone Multi-Frequency) and Barge-in (where the user can interrupt the bot) are not supported in Dialogflow Telephony and can only be tested with your telephony provider. In this lab you will continue building a conversational agent, exploring and adding the IVR features that Dialogflow CX provides.

Skills you will develop

  • Interactive Voice Response (IVR)

  • Speech Synthesis Markup Language

  • Virtual agent

  • dialogflow

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