PRODUCTION SCENARIO
An airline's virtual agent must handle booking changes, baggage claims, and refund status in one conversation, and a different team owns each topic. Each topic takes several turns to collect details from the traveler.
How should the work be divided in Conversational Agents?
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Show answer and explanation
Answer: One flow per topic, so each team owns its own conversation path
Flows define conversation topics and the paths through them, so a multi-topic dialog is split into one flow per topic and different team members can own each one. A single flow gives three independent multi-turn topics nowhere to live, and separate agents push the routing decision onto the traveler.
Official Source: https://docs.cloud.google.com/dialogflow/cx/docs/basics ↗