AI-Powered Digital Assistant System

Abstract

The invention involves a digital assistant system used in the insurance and pension sectors that provides all stakeholders, including customers, agents, field representatives, in-house employees, and anonymous users, with access to information, transaction execution, and instructional guidance through natural language.

Description

1 TARIFF AI-POWERED DIGITAL ASSISTANT SYSTEM Technical Area 5 The invention relates to a digital assistant system used in the insurance and pension sectors. The invention is particularly relevant to the insurance and pension sectors, serving customers, agents, and field representatives. 10 via natural language to all stakeholders, including internal employees and anonymous users. publicly accessible, providing access to information, conducting transactions, and providing instructional guidance. It is related to an inclusive AI-powered digital assistant system. State of the Art Digital assistant systems currently used in the technical field are mostly rule-based and limited. It consists of structures that have the ability to engage in dialogue and operate on a single channel. In these systems, requests communicated by users in natural language are processed using predefined commands. They are matched with sets and static response templates. Such as insurance and pensions. In fields requiring complex, regulatory-intensive, and user-specific data, this approach is used for 20 It is insufficient. The most significant drawback of rule-based digital assistants is their lack of contextual understanding and reliance on natural language. Its flexibility is low. When the user asks the question in a different way, the process steps when you want to switch between them or address multiple topics in the same flow 25 The system is unable to respond or there is a communication breakdown. Most existing systems are integrated with the organization's real-time data sources. It is not. Therefore, policy viewing, claim status, provision inquiry, and private pension scheme (BES) are not available. Personalized steps such as fund information or user profile transactions are secure and 30 It cannot be verified in a verifiable manner. The actual transaction execution capability This lack of information reduces digital processes to a mere information delivery mechanism. General-purpose assistants based on large language models (LLMs) that have been developed in recent years, natural Although these systems have made progress in terms of language comprehension, they still struggle to access institutional data. inability to access, secure authentication, and role-based authorization. 2 It cannot be implemented. Therefore, it is not usable in insurance and pension transactions. They are unable to offer a solution. Furthermore, these structures are not educational for anonymous users. It is also inadequate in creating a guiding and explanatory terminology interaction. Current digital assistant infrastructures offer different approaches to knowledge-based response generation versus transaction-based response generation. The fact that the actions operate independently of each other is a significant disadvantage. The user... While receiving information on the subject, it cannot initiate a process within the same flow. As a result, the information... A digital disconnect occurs between acquisition and implementation. In addition, in multi-channel structures (web, mobile, field applications, agency 10 Most assistants used (portals, etc.) operate as separate channel-based systems. It has been improved. This situation: • Information inconsistencies, • Different behaviors based on channel, • Increased update costs, 15 • Fragmentation in user experience This is the reason. Finally, the vast majority of current solutions are generative artificial intelligence (GAI). It does not use its architectures. Therefore, reinterpreting user expressions, 20 generating explanations, teaching insurance terminology, or according to the scenario They lack the ability to provide personalized guidance. In summary, current digital assistant technologies: • It is unable to securely integrate with real-time corporate data. • It fails to provide contextual awareness among different user types, • Information presentation and transaction execution within a single AI workflow. unable to combine • 30 with a secure authentication and role-based authorization infrastructure not happening, • Insurance / pension terminology is explained even to anonymous or non-customer users. It is unable to provide a publicly available artificial intelligence model that can teach, • Due to the lack of generative AI support, it is static, template-based, and limited. It produces answers. 35 3 The disadvantages described above apply not only to existing customers but to everyone. Bringing together information, processes, and instructional guidance in insurance and pension processes into a single, productive system. This reveals the need for a system that integrates artificial intelligence architecture. In conclusion, the existence of the above problems and the inadequacy of current solutions highlight the relevant 5 This has made it necessary to make improvements in the technical field. Purpose of the Invention The present invention eliminates the aforementioned disadvantages and contributes to the relevant technical field in 10 years. It relates to an AI-powered digital assistant system that brings new advantages. The main purpose of the invention is to serve customers, agents, and sales representatives in the insurance and pension sectors. everyone, including internal employees and individuals who are not corporate clients access to information, conduct transactions, and insurance through natural language 15 an inclusive and productive AI-powered digital environment that enables learning processes The goal is to establish an assistant system. The invention aims to enable users to... (the sentence is incomplete in the original Turkish) analyzing the meaning of intent, explaining insurance terminology, and outlining the processes 20 It teaches and guides the user by directing them to the correct process, thus both guiding and performing the action. an AI-powered digital assistant that functions as a smart digital professional The goal is to establish the system. Another purpose of the invention is to enable users to avoid the need for call centers or manual processes. Without hearing about it, you can discuss policies, claims, provisions, offers, or individual retirement plans in the chat. an AI-powered digital assistant that enables it to complete its natural flow. The goal is to establish the system. Another aim of the invention is to understand human language and the technical concepts of insurance. capable of explaining to the user, executing real-time transactions, and providing industry knowledge to everyone. a traditional rule-based approach with a generative AI architecture that makes it accessible through instruction. Unlike structures, policies, damages, and provisions are expressed by users in natural language. or able to initiate, manage and finalize individual retirement plan transactions The goal is to create an AI-powered digital assistant system. 35 4 Another objective of the invention is a large language model (LLM) based semantic understanding layer. Secure API integrations established with enterprise services, dynamic knowledge base management. By working with the platform and role-based authorization infrastructure, it handles both knowledge-based queries. and the integration of process-based actions within a single generative AI flow. The goal is to create an AI-powered digital assistant system that provides this. 5 Another purpose of the invention is to support web, mobile application, field management system, and agent sales. a multi-channel system that operates simultaneously with the portal, website, and other digital touchpoints. (website, mobile application, call center, field application, agent portal, etc.) and By providing a seamless user experience, regardless of the channel used to access it, user 10 a system that produces a response with the same accuracy and integrity, taking into account identity, role, and context. The goal is to create an artificial intelligence-powered digital assistant system. Another aim of the invention is to teach industry terminology through its comprehensive structure. 15 (This section appears to be a collection of seemingly unrelated phrases and not directly related to the preceding text.) bringing and functioning as both a source of information and a transaction engine in the insurance sector, a publicly accessible and innovative AI-powered digital assistant system to place. Another aim of the invention is to provide dynamic and 20-bit feedback according to the user's role, context, and needs. able to generate original answers; explain insurance terminology, teach processes, and a productive AI-based digital assistant system that provides personalized guidance to reveal. Another aim of the invention is to integrate knowledge-based questions and process-based actions into a single dialogue. by integrating it within the flow, it makes the transition from information acquisition to action completely automated. The goal is to create an AI-powered digital assistant system that brings this about. Another purpose of the invention is to create websites, mobile applications, agency portals, and field sites. The same intelligence across all touchpoints, including applications and enterprise platforms. 30 a multi-channel, seamless user experience that runs on its core. The goal is to create an artificial intelligence-powered digital assistant system. Another purpose of the invention is to automatically identify logged-in users and authorize them according to their role. and context 35 that instantly implements data visibility and directs to the correct screen. The goal is to create an AI-powered digital assistant system with self-awareness. Another purpose of the invention is to facilitate corporate processes such as policies, claims, provisions, pension plans, offers, and collections. It produces up-to-date and verifiable responses by integrating with services at the API level; An AI-powered digital assistant that not only provides information but also performs actual actions. The goal is to establish the system. Another purpose of the invention is to separate customer, agent, employee, or anonymous user profiles. By treating each persona as a whole, we can define the scope of access, transaction authorizations, and guidance. an AI-powered digital assistant system that organizes its skills based on roles to place. Another purpose of the invention is to explain the concepts of insurance and retirement, and to teach the processes involved. simplifying legislation and making sectoral terminology understandable to everyone; an AI-powered digital assistant system that functions as a publicly accessible source of information to reveal. Another aim of the invention is to reduce the workload of call centers and shorten transaction times. A single knowledge base and a collaborative intelligence engine that reduces development and maintenance costs. an artificial intelligence that provides sustainable and easily scalable infrastructure The goal is to develop a supported digital assistant system. Another aim of the invention is to apply it to all branches, including health, automotive, housing and private pension. managing processes under a single AI core; intent sets specific to each branch. and an AI-powered digital system that integrates API integrations in an unified manner. The goal is to establish an assistant system. Another aim of the invention is generative intelligence, enterprise data integration, and contextual understanding. and by combining multi-channel integration in the same structure, in the fields of insurance and pensions. The goal is to create an inclusive AI-powered digital assistant system. The structural and characteristic features and all the advantages of the invention are given in Figure 30 below. And thanks to the detailed explanation written with references to these figures, it becomes clearer. This will be understood as such. Therefore, the evaluation should also include these forms and detailed explanations. This should be done taking that into consideration. Figures to Help Understand the Invention 35 6 Figure 1: Schematic diagram of the digital assistant system that is the subject of the invention. Explanation of Part References 10. User Identification and Authorization Layer 5 20. Role and persona-based interaction layer 30. Multi-channel interaction adapter Module 40: Natural Language Comprehension and Generative Interpretation 50. Dialogue management and context orchestration layer 60. Enterprise Information Management Layer 10 70. Real-time API integration layer 80. Generative AI response engine 90. Intelligent deep link routing mechanism 100. Data security logging and audit layer Detailed Description of the Invention This detailed explanation describes the preferred digital assistant system that is the subject of the invention. alternatives, solely for the purpose of better understanding the subject and without any limitations It is explained in a way that will not create an impact. 20 Figure 1 shows a schematic diagram of the digital assistant system that is the subject of the invention. According to this system, in its most basic form, the digital assistant system allows users to log in to the system. User identification and authorization that verifies identity and provides access security. layer (10), 25 according to user type (customer, agent, employee, anonymous user) Role and persona-based approach that defines the tone of interaction, depth of information, and scope of processing. Interaction layer (20), web, mobile, field application, agent of digital assistant system the same AI core across all digital channels, such as portals or in-house applications. Multi-channel interaction adapter (30) that enables operation through the user's natural By processing the query conveyed in language, it identifies intention and entity and is productive. 30 expanding the query semantically and relating it to context through its interpretive ability Natural language comprehension and productive interpretation module (40), natural language comprehension and productive Using user intent information from the interpretation module (40), many It manages step-by-step dialogues, preserves the context of the conversation, and records user history. Dialogue management and context 35 that initiates appropriate information or process flow by analyzing orchestration layer (50), corporate product, regulations, product catalogs, sales 7 It stores and indexes organizational information such as guides and process documents, and By working in integration with the artificial intelligence model, it ensures that knowledge-based queries are accurate, up-to-date, and reliable. corporate information management layer that enables reliable responses (60), the institution's policies, claims, provisions, BES (Individual Retirement System), offers, collections, 5 that establishes a secure API connection with all operational services such as user profiles. and by enabling real-time data exchange, transaction-based queries are up-to-date, Real-time API integration that enables operation with verifiable data. layer (70), enterprise information management layer (60) and real-time API integration meaningful, contextual and personalized natural language from the data taken from the layer (70) transforming responses and adapting the content tone according to user type, making it educational and 10 Generous AI response engine (80) that generates original answers from the user's query or based on information obtained from the system flow, directs the user to the relevant menu, screen, or contextual guidance across web, mobile, and other digital channels by automatically redirecting to the next step. Intelligent deep link routing mechanism (90) that enables transitions, all in the system 15 Data security logging and audit layer that performs caching management (100) It includes. The invention offers multi-channel interaction support and is powered by generative artificial intelligence. It is a digital assistant system. The digital assistant system has 20 features based on user ID and role. It implements contextual authorization, parses queries conveyed in natural language, data from the database or the institution's core services, depending on the nature of the query. It dynamically combines this data. This data powers a generative artificial intelligence response engine. by transforming them into contextually appropriate and personalized responses is presented to the user. 25 Interaction process in digital assistant systems: User recognition and authorization layer. It is initiated by (10). User recognition and authorization layer (10), It defines secure authentication, token management, and role-based access rights. The access scope for both registered and anonymous users is currently 30. is determined. The user recognition and authorization layer in question (10), session Authenticating the identities of users who have opened the account, ensuring access security, and role-based Authorization defines only the user's own transaction permissions. Seamless. Seamless and secure transaction flow across all channels thanks to the authentication structure. It constitutes. 35 8 After the interaction process with the user recognition and authorization layer (10) is initiated The role and persona-based interaction layer (20) comes into play. Role and persona interaction layer based on (20), type of user (customer, agent, sales person, institution (internal employee or anonymous user) the system's response tone, access It customizes the scope, transaction permissions, and depth of interaction. The role in question is 5. and persona-based interaction layer (20) to be open, educational and inclusive to everyone This is the fundamental mechanism that enables the system described in the invention to function both internally and externally. A personalized, educational, and inclusive experience in publicly accessible scenarios. It offers. User interaction takes place via the multi-channel interaction adapter (30). Multi-channel interaction adapter (30) web, mobile, field application, agent portal or A single artificial intelligence system processes requests from all digital channels, including internal applications. It integrates them at its core. Thus, the system has the same features regardless of the platform. An accurate and uninterrupted experience is offered. 15 User written or voice query, natural language understanding and generative interpretation module (40) is analyzed by the natural language comprehension and generative interpretation module. (40) analyzes the structure of language, identifies intention and entity and then, by productively interpreting the inquiry, it enriches the context. 20 In this way, the system makes insurance terminology understandable and processes clearer. It teaches and guides the user to the correct flow. This is about natural language comprehension. and the productive interpretation module (40) productive interpretation beyond classical NLP with its ability to analyze context and enrich the inquiry semantically, and to initiate the correct flow of the system and the productive artificial intelligence response engine (80) 25 It transmits meaningful data. The analysis output obtained with the natural language comprehension and generative interpretation module (40), Dialogue management and context orchestration are handled by the layer (50). Dialogue management and context orchestration layer (50), context of conversation 30 It protects, takes user history into account, and determines whether the query is knowledge-based or not. It determines whether it is transaction-based. The dialogue in question concerns management and context. The orchestration layer (50) manages the context of the conversation by managing multi-step dialogues. It protects and analyzes user history. Natural language understanding and productive Using the intent information from the interpretation module (40), appropriate information or 35 9 It initiates the workflow. Integrated with the generative artificial intelligence response engine (80). It provides a seamless dialogue experience through its work. If the user query is directed to the knowledge base, the system accesses the enterprise information management layer. (60) operates through the corporate information, regulations, product catalogs, 5 It stores and indexes sales guides and process documents. Genetic AI responses. By working integrated with the engine (80), knowledge-based queries are accurate, up-to-date and reliable. It ensures that corporate information is responded to in this way. Dynamic content management It guarantees its continuity. The generative artificial intelligence response engine (80) makes this answer more reliable. It presents the information to the user in a clear, explanatory, and educational way. 10 If the user query requires processing, the real-time API integration layer (70) It comes into play. The real-time API integration layer (70), policy, damage, numerous basic features such as provision, individual retirement plan, offer, collection and user profile. The service ensures secure data exchange. The system uses this data to generate productive artificial intelligence. 15 by processing the response in the engine (80) and presenting it to the user in natural language and processing It completes. The output of both streams is combined on the generative artificial intelligence response engine (80). Generative AI response engine (80), enterprise information management layer (60) or 20 connecting data from the real-time API integration layer (70) blending accordingly, providing natural, meaningful, and personalized responses for each user type. It produces answers that are explanatory, guiding, and instructive when needed. It expands. After the process is complete, the system will perform intelligent deep link routing. The intelligent mechanism (90) moves the user to the correct page, menu or process. Deep link routing mechanism (90) is activated only in necessary scenarios. It is entering the system and making the user experience seamless. This intelligent deep penetration technology... link routing mechanism (90) contextual to web, mobile and other digital channels 30 It facilitates transitions and speeds up the user experience. Security, access control, logging, and anonymization are implemented throughout the entire process. and regulation is provided by the data security record and audit layer (100). Data security logging and audit layer (100) records all query and transaction steps 35 It receives data and manages caching to improve performance. The data security record and audit layer in question (100), regulatory compliance It provides, improves performance and guarantees the security of the system. The digital assistant system that is the subject of the invention involves generative artificial intelligence, natural language understanding, and information. management, secure transaction capabilities, and multi-channel interaction all in one enterprise platform. It is an inclusive system that unites and integrates. With its 24 / 7 accessibility, it is available only to existing customers. No; it is educational, guiding, and for anyone seeking information about insurance and pensions. It offers a secure guide. In this respect, it goes beyond classic digital assistants. an autonomous entity that lives, learns, and constantly improves the institution's digital memory. It transforms into a structure. 10 The implementation method of the digital assistant system described in the invention is as follows: a) The user can access the system via web, mobile, field application, agency portal or institution. Access through any digital channel of your choice, including the in-app application, and multi-channel 15 Connecting to the system from all digital channels via the interaction adapter (30), b) Identifying the user through the user recognition and authorization layer (10) implementation of verification and role-based authorization, c) User type through role and persona based interaction layer (20) (customer, agent, employee, anonymous) identification and the scope of interaction to be defined as follows: 20 privatization according to d) Natural language understanding and productive response to the user's written or spoken queries. to be analyzed via the interpretation module (40) and intention and entity (entity) identification, e) Through the dialogue management and context orchestration layer (50) of speech 25 preserving context, considering user history, and providing information in the query. determining whether it is transaction-based or process-based f) Through the enterprise information management layer (60) in knowledge-based queries indexing legislation, product and process documents and obtaining the appropriate response done, 30 g) Real-time API integration layer in transaction-based queries (70) via policy, claim, provision, BES (Individual Retirement System), offer, Secure data exchange with corporate services such as payment collection and user profiles. to be done, h) Enterprise information management layer (60) or real-time API integration 35 Genetic AI response engine of data obtained through layer (70) 11 (80) context-based blending and personalized to the user, Generating instructive responses, i) Intelligent deep link routing mechanism in necessary scenarios (90) via which the user is automatically directed to the correct menu, screen, or process step guidance, 5 j) Through the data security record and audit layer (100) throughout the entire process Implementing access controls, logging queries and transactions, Anonymization and regulatory compliance.

Claims

12 REQUESTS 1. Used in the insurance and pension sectors, and involving customers, agents, field representatives, Natural language for all stakeholders, including internal employees and anonymous users. Digital 5.0 provides access to information, processing of transactions, and instructional guidance. It is an assistant system, its feature is; - Authenticates and provides access to users logging into the system. User recognition and authorization layer that provides security (10), - according to user type (customer, agent, employee, anonymous user) the role that defines the tone of interaction, depth of information, and scope of processing and 10 Persona-based interaction layer (20), - digital assistant system web, mobile, field application, agency portal or the same artificial intelligence across all digital channels, including in-house applications. Multi-channel interaction that enables it to work through the core of intelligence. adapter (30), 15 - processing the query communicated by the user in natural language to determine intent and entity. (entity) identification and query with productive interpretation ability natural language comprehension that expands semantically and relates to context. and productive interpretation module (40), - 20 from the natural language comprehension and generative interpretation module (40) Managing multi-step dialogues by using user intent information. and by preserving the context of the conversation and analyzing user history Dialogue management and context that initiates appropriate information or process flow orchestration layer (50), - corporate products, regulations, product catalogs, sales guides, process 25 stores and indexes corporate information such as documents and artificial intelligence. By working in integration with the intelligence model, it ensures that knowledge-based queries are accurate and up-to-date. and corporate information management that ensures reliable responses. layer (60), - the institution's policy, claims, provision, BES (Individual Retirement System), 30 with all operational services such as offers, collections, user profiles and similar Establishes a secure API connection and exchanges data in real time. by providing transaction-based queries with up-to-date, verifiable information. real-time API integration layer that enables execution (70), 35 13 - corporate information management layer (60) and real-time API The data taken from the integration layer (70) are meaningful, contextual and converting into personalized natural language responses and according to user type Productive by adapting the tone of the content and generating instructive and original responses. artificial intelligence response engine (80), 5 - information obtained from the user's query or system flow According to the system, it automatically guides the user to the relevant menu, screen, or process step. by guiding contextual transitions across web, mobile and other digital channels. Intelligent deep link routing mechanism (90), - the system monitors all queries and transactions, and controls access. implementing, logging and caching management It includes data security record and audit layer (100).

2. Used in the insurance and pension sectors, and involving customers, agents, field representatives, Natural language 15 for all stakeholders, including internal employees and anonymous users. digital platforms that provide access to information, conduct transactions, and offer instructional guidance. It is an assistant system implementation method, its characteristic feature is; a) The user can access the system via web, mobile, field application, agent portal or Access through any digital channel the institution prefers, including internal application. 20 from all digital channels via multi-channel interaction adapter (30) connecting to the system b) User recognition and authorization layer (10) through the user Implementing authentication and role-based authorization, c) User type through role and persona based interaction layer (20) (customer, agent, employee, anonymous) identification and scope of interaction 25 privatization accordingly, d) Natural language understanding and productive response to the user's written or spoken queries. to be analyzed through the interpretation module (40) and intention and Entity identification, e) Through the dialogue management and context orchestration layer (50) 30 preserving the context of the conversation, taking user history into account. and determining whether the query is knowledge-based or transaction-based, f) Through the enterprise information management layer (60) in knowledge-based queries indexing of legislation, product and process documents and appropriate response obtaining, 35 14 g) Real-time API integration layer in transaction-based queries (70) via policy, claim, provision, BES (Individual Retirement System), offer, Secure data exchange with corporate services such as payment collection and user profiles. to be done, h) Enterprise information management layer (60) or real-time API integration 5 Genetic AI response to data obtained through layer (70) blending according to the connection on the engine (80) and to the user Generating personalized, instructive responses, i) Intelligent deep link routing mechanism in necessary scenarios (90) via 10 automatic redirection, j) Data security record and audit layer throughout the entire process (100) Implementing access controls through this means, recording queries and transactions. securing, anonymizing and ensuring regulatory compliance It includes the steps of the process. 15

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