Extensible Chat Platform Scaling Concurrent Sessions via Segmentation
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Solution Overview
Problem
Existing automated chat systems face limitations in scalability, user interface extensibility, and quality maintenance during high concurrent chat sessions, as they are often integrated with monolithic APIs and lack flexibility to support multiple communication types, leading to inefficient user agent intervention and chat session management.
Innovation Solution
An automated chat conversation platform with a scalable architecture that includes a chat gateway, server, and multiple chatbots, allowing real-time adjustment of chatbot availability based on session volume, along with an interface-specific proxy layer for seamless communication across various platforms and user agent intervention, enabling extensible chat interfaces and efficient chat session management.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If a single chat service instance manages all chat sessions through a common knowledge store, then the knowledge store remains up to date, but the number of supported chat sessions is limited
Solution Approach 1:
The system segments the monolithic chat service into multiple independent chat service instances, each capable of managing chat sessions autonomously. This segmentation allows the system to scale horizontally by adding more instances, thereby increasing the total number of supported chat sessions while maintaining knowledge consistency through shared access to the common knowledge store.
Solution Approach 2:
Each chat service instance is designed as a universal component that can handle any chat session independently. The instances share a common knowledge store and can be dynamically allocated to different chat sessions, making the system flexible and scalable while ensuring consistent knowledge access across all instances.
2Ease of manufacture
If a chat service is configured to support a specific user interface type, then it can be optimized for that interface, but it cannot be extended to additional communication service types
Solution Approach 1:
The chat service is designed as a universal platform that can support multiple user interface types and communication channels simultaneously. Each chat service instance can be dynamically configured to handle different interface types (web, mobile, messaging apps) without requiring separate service configurations, thereby achieving both simplicity and versatility.
Solution Approach 2:
The system employs dynamic configuration capabilities that allow chat service instances to adapt to different communication channels in real-time. This dynamic adaptability enables the same service infrastructure to support evolving communication platforms without requiring static, interface-specific configurations.
3Ease of operation
If preliminary data collection is performed for each chat session before user agent intervention, then user agents can focus on complex issues, but the process becomes inefficient at high volumes
Solution Approach 1:
The system implements self-service capabilities where automated chatbots handle routine data collection and preliminary chat session management independently. This allows chat sessions to be processed automatically without requiring user agent intervention for every interaction, thereby maintaining ease of operation for complex cases while significantly increasing overall chat session throughput.
Solution Approach 2:
Instead of requiring complete preliminary data collection for every chat session before user agent involvement, the system applies partial automation where chatbots handle only the portions of data collection and response generation that are sufficient for routine queries. This partial action approach maintains efficiency at high volumes while preserving user agent capability for complex issues.
4Reliability
If multiple chatbots are maintained to handle high session volumes, then chat quality can be maintained, but system complexity increases
Solution Approach 1:
The system segments the chatbot functionality into multiple independent chatbot instances that can be distributed across different chat service instances. Each chatbot instance maintains standardized quality through shared access to common knowledge and services, while the segmented architecture simplifies management by allowing independent deployment, monitoring, and scaling of individual instances.
Data Source
AI summary
An automated chat conversation platform and method of operation are described. The automated chat conversation platform includes extensible chat interfaces useable for chat session communication with a plurality of third party communication tools, and is designed to be automatically scalable according to a number of chat sessions in existence concurrently. The automated chat conversation platform identifies chat sessions in which user intervention may be important, and allows for selective intervention by user agents.