How to configure a simple Chat Bot in Dialogue Studio

Introduction

Next up is how to build a Chat Bot with Dialogue Studio. A chat bot can be used to handle dialogue before contacting an agent or to be self-serving. In this scenario we are going to prompt the customer with a couple questions before escalating to an agent.

 

Preview

Configure

We are going to start with a “Incoming conversation” node. This node only listens to audio/video and is connected to our server using SignalR.

Steps:

  1. Drag and drop Incoming Call node

  2. Open Node

    1. Select / Configure server

    2. Filter on Chat

 

A chat session is started when a message is send. Therefore we need to wait for a response first. This is done with a Wait for Chat node.

Steps:

  1. Drag and drop Wait for Chat node

  2. Connect end of Incoming Call node with begin Wait for Chat node

 

Next is greeting the customer, this can be done with a “Say” node. In here you can type the text, this send to the customer.

Steps:

  1. Drag and drop Say node

  2. Open Node

    1. Enter text you want to play

  3. Connect end of Wait for Chat node with begin of Say node

 

Now we want to give the customer the option to say something. This can be done with a Wait for Chat Node.

Steps:

  1. Drag and drop Wait for Chat node

  2. Connect end of Say node with begin Wait for Chat node

 

Addition we are adding an “Say”, for if the customer doesn’t respond fast enough.

Steps:

  1. Drag and drop Say node

  2. Open Node

    1. Enter text you want to play

  3. Connect timeout of Wait for Chat node with begin of Say node

  4. Connect end of Say node with begin of Wait for Chat node

 

The function we are going to give this bot is to repeat the customer. For this we are going to add a Say node.

Steps:

  1. Drag and drop Say node

  2. Open Node

    1. Change the message to msg.payload

  3. Connect end of Wait for Chat node to begin of Say node

  4. Connect end of Say node to begin of Wait for Chat node