Introduction

In this article, I will explain how you can quickly turn an FAQ page into a Dialogflow chatbot.

Let us consider this example page which has an FAQ for Shopify payments.

This would be a one-and-done FAQ chatbot. That is, usually, you do not expect follow up questions referencing the previous answer. (Answering follow-up questions would require the use of followup intents or input and output contexts, for which you need to do more work and hence spend more time).

Before we move on to the rest of the article, I will address an objection some people will have: “Why not just use the Dialogflow Knowledge Base feature?”

Here are some reasons:

Intent Based FAQ BotKnowledge Based FAQ Bot
How we build itUsing intents and training phrasesUsing the knowledge base feature
Support for multiple responses for the same queryNoYes
Multiple training phrases per intentYesNo
Supports entities in training phrasesYesNo
Support for contexts (and follow up)YesNo
Easy to construct rich responses (e.g. for Dialogflow Messenger)YesNo
Use term reinforcement for adding weights to specific words and phrasesYesBlackbox
Allows us to minimize intra-intent variance and maximize inter-intent variance (as recommended by Google)YesBlackbox

Except for being able to get multiple responses for a single query (highlighted), you can see that an intent based FAQ bot gives you a lot of benefits and much fewer limitations when compared to knowledge based FAQ bots.

You might still decide to use the Dialogflow Knowledge base features, but I am presenting a case for the pros and cons of using the Knowledge base feature. If you decide to just use an Intent based FAQ bot, the rest of the article explains how you can build it out quickly.