Personal Bot System for Automated Enterprise API Interaction
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Solution Overview
Problem
Current systems for customer-enterprise interactions are inefficient due to the need for manual navigation of unique procedures and interfaces, leading to prolonged wait times and limited communication channels that restrict the ability to resolve customer issues effectively.
Innovation Solution
The development of a personal bot system that uses natural language processing to automatically interact with enterprises through APIs and chatbots, allowing customers to request services with minimal personal involvement by generating requests and filling in necessary parameters, thereby reducing the need for customers to navigate complex interfaces.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If customers interact with contact center agents through traditional voice or text channels, then communication is possible, but wait times are extended and communication effectiveness is limited
Solution Approach 1:
The patent implements self-service through automated agents that independently handle customer interactions. The agent autonomously navigates enterprise interfaces, extracts information from documentation, and executes tasks without human intervention, enabling customers to receive services immediately without waiting for agent availability
Solution Approach 2:
The system performs preliminary actions by pre-loading enterprise interface documentation and structures before interactions occur. The agent has advance access to API specifications, data models, and interface documentation, allowing it to prepare interaction protocols in advance and execute them efficiently during customer service requests
2Ease of operation
If customers manually navigate unique procedures and interfaces for each enterprise, then specific enterprise requirements are met, but complexity and time consumption increase
Solution Approach 1:
The automated agent serves as an intermediary between the customer and the enterprise interface. It translates simple customer requests into complex enterprise-specific procedures by autonomously interpreting API documentation, navigating unique interfaces, and coordinating multiple system calls, thereby shielding customers from interface complexity
Solution Approach 2:
The agent provides universal access across multiple enterprises with different interfaces and procedures. A single agent system can interact with various enterprises through their respective APIs and documentation structures, eliminating the need for customers to learn separate navigation procedures for each enterprise while maintaining enterprise-specific functionality
3Adaptability or versatility
If traditional chatbots answer standard questions, then information is provided, but the ability to perform complex tasks and resolve issues is constrained
Solution Approach 1:
The agent employs dynamic adaptation by loading and interpreting enterprise-specific documentation, data models, and interface specifications at runtime. It adjusts its interaction strategy based on the particular enterprise's structure, API capabilities, and the customer's specific request, enabling complex task execution while maintaining simple customer communication
Solution Approach 2:
The system replaces mechanical manual navigation and procedural steps with automated intelligent processing. Instead of customers manually navigating complex interfaces, the agent uses automated information extraction from documentation, intelligent routing, and programmatic interface interaction to execute tasks, substituting mechanical procedures with automated cognitive processing
Data Source
Figure 1
Figure 2A~2C
Figure 2D~2E
AI summary
A method for automating interactions with enterprises includes: receiving, through a user interface, a natural language request from a customer; determining a customer intent from the natural language request; conducting an automated interaction by: determining, by a personal bot controller circuit, an enterprise to service the customer intent; loading an enterprise library for interacting with an application programming interface (API) of the enterprise, the enterprise library including one or more library functions; identifying a library function for servicing the customer intent from among the one or more library functions; generating a request based on the identified library function and the customer intent; transmitting the generated request to the enterprise to initiate an interaction; receiving a response from the enterprise; and notifying the customer of a result of the interaction.