TL;DR If you are running Google Contact Center AI, go for Dialogflow. If you want to get an accurate natural language understanding chatbot on your website quickly and measure results, go for AlphaChat.
1. Introduction
Dialogflow and alphachat.ai are some of the most advanced Conversational AI tools for building Natural Language Understanding chatbots for customer service. We benchmarked the two to make your choice between them easier.
The idea is helping you understand which tool suits best for customer service messaging automation through natural language understanding smart chatbots.
2. Chatbot builder
Dialogflow
- Form based chatbot builder.
- Visual chatbot content builder (for CX version only)
alphachat.ai
- No-code editor for building intents and workflows.
- Intents organized under folders to scale to 1,000+ intents.
- WYSIWYG chatbot text editor.
- Add links to other topics, links to URLs, images, carousels.
3. Training
Dialogflow
- Intent detection works on the latest BERT model.
- Speech recognition and speech synthesis.
alphachat.ai
- Insert phrases under intents.
- Selection from best deep learning algorithms optimized for training speed and accuracy.
- Train with one-click.
- Training data organized under intents. Searchable and modifiable.
- Multiple intent handling.
- ReTrain function where AI suggests improvements into training data.
- Overlap function where AI shows overlap of phrases across intents.
4. Languages supported
Dialogflow
- 30+ languages and variants.
alphachat.ai
- All European languages + Russian + Arabic.
5. Chat widget
Dialogflow
alphachat.ai
- Fully configurable widget with customizable colors and logos.
- Shows text, images, videos, buttons, forms, carousels. Send files.
- Automatic customers language detection with URL parameters.
- Detects whether agents online or offline.
6. Metrics for measuring customer support efficiency
Dialogflow
- General performance dashboards.
- Custom dashboards (CX version only).
alphachat.ai
- Measure self-service resolution rate.
- Measure direct costs saved.
- Customer satisfaction metrics.
7. Integration to RCS, WhatsApp etc.
Dialogflow
- Google Assistant, Slack..
- Web, mobile, messenger (CX version only).
alphachat.ai
- API available for integration to all channels.
8. Live chat availability
Dialogflow
- No built-in live chat.
- Programmable handover to 3rd party chat solutions.
alphachat.ai
- Full live chat functionality built-in.
- Efficient handover from bot to agents with conversation history.
- Co-pilot mode where AI suggests answers to agents.
- Ability to connect to 3rd party customer support platforms (Zendesk, Salesforce).
9. Authentication of users
Dialogflow
alphachat.ai
- Available through AlphaOS where custom code can be written into intents.
10. Enterprise features
Dialogflow
- Access Control.
- Test and deployment environments.
alphachat.ai
- SSO. Access Control.
- Test and deployment environments.
- SLA. Dedicated support in Slack, Teams.
11. API
Dialogflow
- REST and gRPC APIs available.
alphachat.ai
- APIs for logs, statistics, history, sending and receiving messages, testing.
12. Price
Dialogflow
- Dialogflow ES is free up to 180 requests / minute.
- Dialogflow CX costs $20 / 100 chat sessions.
alphachat.ai
- €399/month
- 1 NLU chatbot.
- 1 agent live chat license.
- 3,000 chats/month included.
- Customizable widget.
- Deflection rate, customer happiness metrics.
- Enterprise plan for API, AlphaOS, additional bots.
