Genesys Cloud (formerly PureCloud)

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DialogFlow vs Architect flow for Self Service

  • 1.  DialogFlow vs Architect flow for Self Service

    Posted 29 days ago

    Hey all,

    I'm looking at doing a self service application for a demo we can use to potential customers. 

    The concept is to offer an address change application to customers that will update the GC contact details through API. This can then be extended to customer's CRMs if they decide to use it. 

    The question is: Do I build the full self service app in DialogFlow and use the integrations to pass the updates through API to GC, or
    do I build the app in Architect? 

    I was considering the reporting aspect of the self service app success and app usage that can be reported through GC if it's built in Architect. 

    I would love to see what other people's thought process for a self service app. 



    Vernon Van Dam
    Technical Consultant
    NTT Australia Pty Ltd.

  • 2.  RE: DialogFlow vs Architect flow for Self Service

    Posted 27 days ago
    Depends if you want voice or now.  I like to treat the AI's as NLP instead of true bots.  I would suggest building most of the bot architecture in the flows and then use the bot for NLU/NLP input.  If you want to keep it all in-house, check out Dialog Engine for that purpose, but it is not a bot builder - that is done in flows.

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect