Hybrid Cloud Application With Chatbot Assistance Using Google Cloud Dialogflow

Case Study

google-dialogflow

The Client

The client is a leading Business Process Management (BPM) company located in Mumbai, Maharashtra. The company combines deep industry knowledge with technology, analytics, and process expertise with over 375 clients across various industries. As of December 31, 2021, they had 49,610 professionals across 55 delivery centers worldwide.

Project Objective

The client visualized a hybrid cloud application with chatbot assistance using Google Cloud Dialogflow, as they faced an issue as the customers used to research multiple sources and answer lengthy questionnaires and as a result, end up abandoning the whole buying process.
google-dialogflow-chatbot

Business Solution

  • Built a prototype of a chatbot to help the customers get the quote to buy the insurance and have the best user experience
  • Handling of live agent requests by the bot for the best recommendation of the Insurance policy
  • Payment processing is handed over to the custom-built application hosted within GCP’s Compute Engine
chatbots-in-insurance-industry

The Impact

The reusable codebase for any chatbot application in the future & a single codebase for Web, Android, iOS

Best use of Socket IO with authentication.

Random contextual messages from Dialogflow.

Firewall setup and enabled security Command Center

Used Sequelize as ORM for database interactions.

Implementations

  • Implemented Web Chatbot, Mobile Chatbot, and Google Assistant to help the customers get the quote to buy the insurance and have the best user experience.
  • WhatsApp Business Chat integrates into Dialogflow through Twilio.
  • Courtesy requests are handled by tailored responses in Dialogflow intents.
  • The simulated backend environment consists of primarily Cloud Functions accessing Cloud SQL.
  • Live agent request is handled by the bot for the best recommendation of the insurance policy.
  • Payment processing is handed over to the custom-built application hosted within GCP’s Compute Engine.
Low application latency
chatbot-web-app

Technology Stack

Dialogflow
Cloud functions
Virtual Private Cloud
Cloud Load Balancer
Compute engine
Cloud Security Command Center
Cloud Firewall Rules
Container Registry
Cloud IAM
Premium network tier

Customer Feedback

"We have done multiple rounds of testing on all the channels and the flow worked very smoothly. We have experienced a very smooth delivery of the project, the team was able understand the business criticalities and shown flexibility in providing the solution at each and every milestone of the project execution. I hope we will experience similar kind of support in upcoming engagements."

Customer's Testimonial

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