An intelligent virtual assistant for telecommunications customer service built on Google's Conversational AI platform
This virtual assistant is designed to provide seamless telecommunications customer service, handling a wide range of inquiries automatically before connecting customers to human agents when necessary. Built on Google's robust Conversational AI platform, it delivers personalized, efficient support around the clock.
| Feature | Description |
|---|---|
| 💼 Account Management | Access balance information and manage account profile details |
| 🔐 Authentication | Secure verification through phone number and passcode |
| 💳 Billing Support | Explanation of charges and convenient payment processing |
| 🛠️ Technical Assistance | Step-by-step troubleshooting for common service issues |
| 👥 Agent Handoff | Smooth transition to human agents for complex inquiries |
The assistant provides automated troubleshooting for frequent technical issues:
- 📶 No signal/poor network connectivity
- 🚀 Slow data connections
- 📞 Dropped calls
graph TD
A[Default Start Flow] --> B{Menu Options}
B -->|Account/Balance| C[Authentication]
B -->|Billing| C
B -->|Technical Support| D[Technical Support Flow]
B -->|Agent Request| E[Agent Handoff]
B -->|Promotions| F[New Promotions]
C -->|Successful Auth| G[Account Management/Billing]
C -->|Failed Auth| E
D -->|Troubleshooting| H[Issue Resolution]
H -->|Resolved| I[End Session]
H -->|Unresolved| E
The virtual agent is built with these components:
- Entity Types: Structured data recognition (phone numbers, dates, names)
- Intents: Machine learning models trained to understand user requests
- Flows: Orchestrated conversation paths for different scenarios
- Pages: Individual interaction steps within each flow
- Webhooks: API integrations for secure verification and data retrieval
- Google Cloud Platform account with Dialogflow CX / CCAI enabled
- Access to webhook endpoints (configured at
tia-func-907971469140.us-central1.run.app)
The agent includes pre-configured settings:
- 🌐 Default language: English
- 🗣️ Speech adaptation for improved recognition
- 🔢 DTMF (touch-tone) support for phone interactions
- 📊 Comprehensive logging for conversation analytics
The virtual agent provides a context-aware conversational interface with time-based greetings:
"Good [morning/afternoon/evening]! Hello! I'm Mobile's virtual assistant. What can I assist you with today?"
- Multi-channel Support: Optimized for voice, chat, and messaging platforms
- Authentication Security: Three-attempt limit with automatic agent handoff
- Integration Ready: Flexible webhook system for seamless backend connectivity
graph TD
User[Customer] --> Channels
subgraph Channels
Web[Web Widget]
Mobile[Mobile App]
SMS[SMS]
Phone[Phone IVR]
end
Channels --> DF[Dialogflow CX]
subgraph "Google Cloud Platform"
DF --> Webhook[Cloud Functions Webhook]
Webhook --> Firestore[Firestore Database]
Webhook --> SecretMgr[Secret Manager]
Webhook --> Legacy[Legacy Systems API]
DF --> Logs[Cloud Logging]
Webhook --> Logs
end
Legacy --> CRM[Customer Records]
Legacy --> Billing[Billing System]
Legacy --> Inventory[Inventory Management]
The agent architecture allows for easy expansion of:
- ✅ New intents and training phrases
- ✅ Additional flows for new service offerings
- ✅ Enhanced entity recognition capabilities
sequenceDiagram
participant User
participant DF as Dialogflow CX
participant CF as Cloud Function
participant DB as Database
User->>DF: "What's my account balance?"
DF->>DF: Intent recognition
DF->>DF: Check authentication state
alt Not authenticated
DF->>User: Request phone number
User->>DF: Provides phone number
DF->>CF: Validate phone number
CF->>DB: Query customer records
DB->>CF: Return validation result
CF->>DF: Phone validation response
DF->>User: Request passcode
User->>DF: Provides passcode
DF->>CF: Validate passcode
CF->>DB: Check credentials
DB->>CF: Return authentication result
CF->>DF: Authentication response
end
DF->>CF: Request account balance
CF->>DB: Query balance information
DB->>CF: Return balance data
CF->>DF: Balance information
DF->>User: "Your current balance is $X"
DF->>User: "Is there anything else?"
- 💰 Additional payment methods and billing options
- 🛠️ Expanded technical troubleshooting capabilities
- 🎯 Personalized recommendations based on customer profiles
- 🌐 Multilingual support for diverse customer base
This virtual agent provides 24/7 customer support for telecommunications services while maintaining robust security standards and ensuring seamless handoff to human agents when required.