Build a Simple Chatbot with Dialogflow or RASA

edu Kanea > Lessons > Build a Simple Chatbot with Dialogflow or RASA

Objective: Create a simple AI-powered chatbot for customer support, focusing on MTN Ghana’s billing queries, using Dialogflow or RASA.

• Dialogflow Overview: Google’s cloud-based platform for building conversational AI chatbots, ideal for quick setup and integration.
  • Key Steps:
    • Create a Dialogflow agent.
    • Define intents (e.g., “check balance,” “pay bill”) with training phrases (e.g., “What’s my data balance?”).
    • Set responses (e.g., “Your balance is retrieved from our system.”).
    • Integrate with platforms like MTN’s website or Mobile Money app.
  • MTN-Specific Example: A Dialogflow chatbot for MTN Ghana handles billing queries (e.g., “How much is my bill?”), mimicking Zigi’s functionality.
• RASA Overview: An open-source chatbot framework for customizable, on-premise solutions, suitable for MTN’s specific needs.
  • Key Steps:
    • Install RASA (pip install rasa).
    • Define intents and responses in YAML files (e.g., data/nlu.yml for query recognition).
    • Train the model (rasa train) and test interactively (rasa shell).
  • MTN-Specific Example: A RASA chatbot for MTN Ghana supports local languages (e.g., Twi) for rural customers asking about Mobile Money balances.
• MTN Use Case: Build a chatbot to answer billing queries (e.g., “Check my Mobile Money balance” or “Explain my data charges”), reducing call center workload.
• Demo:
  • Dialogflow: Set up an agent with two intents (“check balance,” “pay bill”) and test responses in the Dialogflow console.
  • RASA: Create a simple chatbot with a YAML file defining intents and run it locally.
  • Example RASA Configuration: yaml
     

    intents:

    – check_balance:

    examples: |

    – What’s my balance?

    – How much data do I have left?

    – pay_bill:

    examples: |

    – How do I pay my bill?

    – Can I pay via Mobile Money?

    responses:

    utter_check_balance:

    – text: “Your balance is retrieved from our system. Please provide your phone number.”

    utter_pay_bill:

    – text: “You can pay via Mobile Money. Dial *170# to proceed.”

     
• Benefits:
  • Automates customer support, saving time and costs.
  • Enhances user experience with 24/7 availability.