Chatbot Support Platform for Service Management Systems
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Solution Overview
Problem
Chatbots within complex service management systems are ineffective due to multiple sub-systems with different technology platforms and data sources, leading to inefficient and unhelpful responses, wasting resources as users manually resolve issues.
Innovation Solution
A chatbot support platform with access to a set of APIs interacts with service management system components to identify and validate entity data, obtaining necessary information to perform services, conserving resources by providing accurate and efficient support.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If a chatbot is deployed within a complex service management system with multiple sub-systems and data sources, then the chatbot can potentially provide comprehensive service, but the chatbot becomes ineffective and provides unhelpful responses due to system complexity
Solution Approach 1:
The patent introduces an intermediary layer between the chatbot and the complex service management system. This intermediary processes and structures data from multiple sub-systems, transforming unstructured data into formatted responses that the chatbot can effectively utilize, thereby maintaining response accuracy while preserving comprehensive service coverage
Solution Approach 2:
The patent segments the complex service management system into distinct modular components, each handling specific data sources or functions. This segmentation allows the chatbot to interact with well-defined interfaces rather than navigating system complexity directly, improving response reliability while maintaining adaptability across multiple sub-systems
2Adaptability or versatility
If the chatbot attempts to handle multiple data sources and sub-systems, then service comprehensiveness improves, but resource waste increases as users manually resolve issues
Solution Approach 1:
The patent enables the chatbot to autonomously retrieve and process information from multiple data sources without requiring manual user intervention. The system self-services by automatically querying sub-systems, synthesizing information, and providing comprehensive responses, thereby improving service comprehensiveness while eliminating the resource waste associated with manual issue resolution
3Loss of information
If the chatbot accesses multiple data sources and sub-systems, then information completeness improves, but the time to provide accurate responses increases
Solution Approach 1:
The patent implements preliminary action by pre-structuring and pre-processing data from multiple sources into accessible formats before the chatbot needs to query them. This advance preparation allows the chatbot to retrieve complete information quickly without spending excessive time processing raw data during user interactions, thus maintaining information completeness while reducing response time
Data Source
AI summary
A device receives, based on a user interaction with a chatbot, request data for a request for a service associated with a software tool that is part of a service management system. The device identifies, based on the request data, the service that is being requested and a first set of entity data for a first set of entities relating to the service. The device obtains a second set of entity data for a second set of entities by using an application programming interface (API) to reference a data structure that is associated with the service management system and that stores the second set of entity data. The device causes one or more components of the service management system to use the first set of entity data to execute a set of actions to perform the service.