Should you use ChatGPT or DialogFlow in a Shopping Centre / Mall?

Should you use ChatGPT or DialogFlow in a Shopping Centre / Mall?

Shopping Centre / Mall Chatbots can use ChatGPT or DialogFlow to deliver a better user experience when a Shopper engages with your Chatbot. 


Shopping Centre / Mall Chatbots can use ChatGPT or DialogFlow to deliver a better user experience when a Shopper engages with your Chatbot. But there is a slight difference between the two technologies.

When developing a Chatbot for our clients, we typically opt for a hybrid model of Chatbot. We offer the shopper a choice of menu items to click on, like a menu on a website. This can lead them down a structured path to find details on shops, promotions, events and so on. But often they are impatient and simply ask the Chatbot a question. When this happens, the Chatbot needs to call on some Artificial Intelligence to figure out what the shopper is asking and how to reply.

At this point, the Chatbot can call on ChatGPT or DialogFlow – or both.

But first a quick discussion on what is ChatGPT and what is DialogFlow.

ChatGPT is a highly advanced language model developed by OpenAI, capable of understanding and generating human-like text. It is an abbreviation for “Chat Generative Pretrained Transformer”. And the operative word here is “pre-trained”. It has been trained on a large corpus of text data.

The training process involved predicting the next word in a sequence of text, given the previous words, using an attention mechanism. This approach allowed the model to learn the context-dependent relationships between words and generate more coherent and semantically meaningful text. In short, it is ready to start chatting with shoppers. But the answers will not always be quite what they are expecting. For this reason, ChatGPT can be fine-tuned.

During fine-tuning, the model is further trained on a smaller, task-specific dataset. The goal of fine-tuning is to make the pre-trained model perform better on the specific task by learning task-specific patterns and features from the smaller dataset. In other words, we can upload a set of questions and associated answers into the model and it will use them to reply more accurately to your shoppers.

But ChatGPT doesn’t keep a history of previous chats to use for training purposes. It simply generates text based on what your shoppers ask – but it doesn’t retain those questions, which is important for making the model more intelligent.

DialogFlow, on the other hand, is a conversational platform developed by Google that provides a platform to build conversational interfaces, such as chatbots, voice apps, and messaging apps. It uses natural language processing (NLP) to understand user input and can respond in a human-like manner.

DialogFlow is the complete opposite of ChatGPT because when it starts it doesn’t know anything. Which isn’t altogether a bad thing. In this way, it offers 100% control of how it replies to shoppers. DialogFlow also keeps a history of what questions it is asked which can be used for training.

Typically when deploying a Chatbot integrated with DialogFlow, we add a small set of phrases to give the Chatbot at least some personality. So when a Shopper says ‘hello’ or “good morning’ it can reply with a personalised greeting.

Each industry is different but in the Shopping Centre / Mall vertical users ask pretty much the same type of thing and it is these learnings that we can add on top of the initial small set of phrases,  to hit the ground running with a Chatbot fit for purpose. Using user utterances to train the Chatbot will make it more intelligent and offer Shoppers a better experience.

ChatGPT can be used to make DialogFlow more intelligent. By running user utterances through ChatGPT to source pre-trained replies, and adding the replies to DialogFlow the training phase can be accelerated.

Another useful deployment of ChatGPT is to stand in when DialogFlow doesn’t know the answer to a user utterance. It does offer a second shot at finding an answer but it does present the risk of engaging in off-topic conversation with Shoppers which detracts from its primary purpose.

And not least of all is a question of cost. DialogFlow offers a free and paid version depending on the features required and the usage. Using the free version has served us very well until now.

ChatGPT offers the GPT-3 model which can be accessed through their API. They offer a small credit based on the usage of their API after which it is a paid service. Words and parts of words are broken down into tokens and you are charged based on the number of tokens used. is a Content Management System integrated into the popular Chatbot Development platform, It helps Shopping Centre / Mall marketers to update content on the fly which appears in Facebook Messenger, WhatsApp, Instagram and Telegram.


9 ways a chatbot can assist event venues

9 ways a chatbot can assist event venues

If your business is events, we can help your venue reach out to your clients with our specially tailored chatbot platform. And it is free. Read our article below to find out how.


Chatbots are changing the way in which businesses can engage and respond to their clients’ needs. In truth, they are one of the most exciting technological advances in recent years, allowing computers to communicate intelligently with humans using natural language.

They are incredibly flexible as well, so you can use chatbots across a wide variety of platforms including your website, Facebook Messenger and WhatsApp… or even deployed into your own app. More about that later.

Whether you own an event venue or a part of the management delivering events, chatbots can be an invaluable tool for engaging with clients in real time, saving time – and money.

Let us look at the different ways a chatbot can assist your venue.

  1. Automate your response to key questions – 24/7. For example, the availability of tickets or the event schedule: a chatbot can communicate directly with customers providing this information, saving your colleagues time. Clients like to ask questions at all hours of the day – let your chatbot work for you, day or night.
  2. Build a deeper engagement with customers. Today users look for instant replies. Once they start using your chatbot, they will be hooked… using this as a source of information and becoming more comfortable and connected with the venue as a result.
  3. Handle multiple requests at the same time. When a busy event is being held, perhaps with thousands of people in the venue, a chatbot can direct people to the right place instantly. It can answer queries such as where to buy merchandise, provide you with a list of event speakers, tell you where the toilets are… the list is endless.
  4. Propose tickets for an event. Venue organizers of course are familiar with different software systems such as Eventbrite or TicketMaster. With a Chatbot you can direct users to these websites or simpler still, sell tickets directly in the Chatbot.
  5. Obtain permission based useful data to understand your clients. When people sign-up they are registered onto the system, so you can extract data in real time such as demographics and when people are planning to attend your event.
  6. Chatbots provide feedback. A chatbot can ask for feedback, send out a snap survey and aggregate that data for management in real time.
  7. Chatbots are easy to use. At a click of the button, customers can obtain information tailored to their requirements.
  8. Chatbots work instantly, so you can advertise promotions – and more.
  9. Build a list. This is one of the most significant benefits from using a chatbot. You can build a list, segment it into groups, then send out emails or an SMS to specific target audiences. It is cost effective as well, so you can have your very own ‘legacy list’ and reduce your advertising costs; perhaps even monetize too, by selling on this information to partners.

Chatbots are not only the future, but they are also here now. This user-friendly interactive technology communicates with natural language that gets smarter the more it is used. It allows event venues to have a richer communication with people, compared to email or SMS (or none at all) – and a better customer experience. What is more, with 95% of us using mobiles to access information about venues, a Chatbot running in an app (such as Messenger for example) is the perfect and natural way to communicate.

Sign-up today and we will set you up with our Event Services Template in your very own Chatbot. For free.

If you would like to chat, please contact us.

Peppaweb Marketing are an official agency partner of ManyChat.

+33 (0)5 53 07 30 46