In the current business landscape, the need to bridge business gaps with automation is innate. According to venturebeat, in the contact center market, “conversational solutions can reduce customer service costs by up to 30%”. Alongside this, even the impact on business is immense. In the banking and healthcare sectors, Juniper research “forecasts that chatbots will be responsible for cost savings of over $8 billion per annum by 2022, up from $20 million” since 2017. 

Integrating business actions into virtual agents hugely impacts the cost savings in the form of manpower reduction, ease of access, and customer satisfaction. The ability to perform complex industry-specific business actions with simple voice or chat commands has brought convenience and customer experience to the forefront of business communications. Industry and domain-specific integrations such as Epic for Healthcare or Guidewire for Insurance are the need of the hour. Quantiphi’s Qompositor is here to make your Google Cloud Dialogflow and Contact Center AI (CCAI)  agent integrations seamless, thus significantly enhancing your customers' experience.

What is Qompositor?

Qompositor is an Integration Hive that allows you to easily configure integrations to applications like Salesforce, ServiceNow, EPIC, etc to your Google Dialogflow Virtual Agents. Qompositor is a hub of connectors to connect client fulfillment systems like Salesforce with CCAI to provide a seamless customer experience.  The illustration shows the solution flow for Qompositor

During the interaction of a customer with a voice/chat agent, the customer is connected to a virtual agent that runs on Google Cloud CCAI and is able to perform complex business actions on systems like Salesforce with a simple command. 

How does Qompositor Work?

Qompositor allows low-code/no-code-based consumption of data and information from business applications to conversations. Users can create custom use cases such as, create a ticket, fetch the status of a ticket, and complex use cases like custom validations and multiple operations via the following methods : 

1. Low-code/no-code: Users can now create simple process workflows using our conversation designer as seen below

a) When can I use it?

• Simple data validations and CRUD operations on Business applications tables.
• If the webhook requires slots, it can be contextually populated via conversation designer

b) Who is it for? 

• Anyone from a technical user, functional and business user to a conversation designer.

2. Low code Pro code: Users can use either the inline code editor functionality or write their custom code in their IDE of choice and configure it. Qompositor Custom Webhooks provides a Postman-like experience to easily verify your function and it also provides an annotation interface, where users can annotate key-value pairs with variables called action entities.

a)  When can I use it? 

• Complex data validations and multiple CRUD operations on Business applications tables. 
• If the webhook requires slots, it can be contextually populated via conversation designer. 

 b)  Who is it for? 

• Developers with knowledge of REST API and understanding of function apps.

Here’s a sneak peek into Qompositor

Webhook Editor

Now the created action entities can be used dynamically in conversations to provide the customer with a personalized experience. 

The Impact

Qompositor offers benefits over the traditional approach of creating custom integrations for specific actions for virtual agents. Some of the major advantages are:

1. ​​Easy, configuration-based integration
   1. Industry specific integrations for your Dialogflow agents, to ensure faster time to market
   2. conversational designer can independently create workflows on our conversation designer and incorporate them within their dialogs
2. Faster deployment
   1. Provision for creating webhook/action templates and populating custom library for any project
3. Reduction in manual effort
   1. The use of action entities eliminates the need for hard coding within code and provides dynamic data handling
   2. Makes webhooks extremely reusable across use cases and virtual assistants

With the help of Qompositor’s Salesforce Connector, the webhook integration time is reduced from five hours to five minutes. With Qompositor, alongside Quantiphi’s industry-tailored virtual agents, you’ve assured a quick-to-market experience. Get in touch with our experts to have our solutions transform your customer experience today.

Contributed by: Kanishk Mehta and Krish Kalro.