Intent-Based Query Router for Unified Chatbot Service Routing
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Existing chatbots provide a fragmented user experience when dealing with multiple products and services, as they are typically designed to handle single tasks and fail to recognize synergies among different offerings.
Innovation Solution
An intent-based query and response router is designed to operate as an intelligent layer between users and multiple backend services, using intent classification to route user queries appropriately and manage conversations seamlessly across different products and services.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If multiple separate chatbots are used for different products and services, then each chatbot can be specialized for its specific task, but the user experience becomes fragmented and synergies among products/services are not recognized
Solution Approach 1:
The patent combines multiple specialized chatbots into a single unified chatbot system that uses intent classification to route queries to appropriate backend services. This merging approach maintains the specialization benefits of individual chatbots while providing a unified user interface that delivers seamless cross-product experiences and recognizes synergies among different products and services.
Solution Approach 2:
The unified chatbot is designed with multi-functionality to handle queries across multiple products and services. Through intent classification and dynamic routing, a single chatbot instance can adapt to various product domains and service types, making it universal while maintaining task-specific effectiveness.
2Ease of operation
If a unified chatbot handles multiple products and services, then user experience becomes seamless, but the system complexity increases
Solution Approach 1:
The system segments the complexity by separating intent classification, query routing, and response generation into distinct modular components. The intent classification service independently analyzes user intent, the routing mechanism separately determines appropriate backend services, and each backend service handles its specific domain. This segmentation manages system complexity while maintaining unified user experience.
Solution Approach 2:
The patent introduces an intermediary intent classification layer that mediates between the user and multiple backend services. This intermediary component translates user queries into structured intent classifications, which then guide routing decisions. The intermediary absorbs and manages the complexity of coordinating multiple services, shielding the user from underlying system complexity.
3Measurement precision
If intent classification is used to route queries, then query routing accuracy improves, but the time required for classification increases
Solution Approach 1:
The system applies partial action by performing intent classification only to the extent necessary for accurate routing. The intent classification service analyzes queries to determine the level of detail needed for routing decisions, avoiding excessive classification depth that would unnecessarily increase processing time while maintaining sufficient accuracy for effective query routing.
Data Source
AI summary
For a seamless and robust artificial intelligence-based assistant experience, an intent-based query and response router has been designed to operate as an intelligent layer between a user and multiple backend services that may respond to one or more queries over the course of a conversation with the user. The query router interacts with an intent classification service to obtain an intent classification for a prompt that is based on a user query. The query router uses the intent classification, which is used as an identifier of a backend service, to route the user query to an appropriate one (or more) of the backend services. When a response is detected, the query router determines a corresponding conversation and provides the response for the conversation.