Primary Chat Bot Service Routing Secondary Services
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Solution Overview
Problem
In chat bot ecosystems, users face confusion and inefficiency due to the need to manually select from multiple chat bots for different purposes, leading to wasted time and poor user experience.
Innovation Solution
A primary chat bot service is implemented to automatically select and route messages to secondary chat bot services, including those provided by third-party entities, using natural language understanding (NLU) to determine user intents and manage conversations seamlessly, eliminating the need for users to manually select chat bots.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If multiple chat bots are provided in a user environment to serve different purposes, then the functionality and versatility of the chat bot ecosystem is improved, but user confusion increases and ease of operation deteriorates
Solution Approach 1:
The patent introduces a gateway service as an intermediary component that sits between the user and multiple chat bot services. This gateway automatically routes user messages to the appropriate chat bot based on message content analysis, eliminating the need for users to manually select among multiple chat bots. The gateway acts as a mediator that manages the complexity of multiple chat bot services while presenting a simplified interface to users.
2Reliability
If users manually select from multiple chat bots for different purposes, then the appropriate chat bot can be chosen, but time is wasted and user experience deteriorates
Solution Approach 1:
The gateway service performs preliminary analysis of user messages before they reach individual chat bot services. By pre-processing messages and determining the appropriate chat bot destination in advance, the system eliminates the time users would otherwise spend manually selecting chat bots. The gateway evaluates message content, identifies intent, and routes to the correct service before the user even completes their input.
Solution Approach 2:
The system enables automatic self-routing where the gateway service independently determines which chat bot should handle each message without user intervention. The gateway analyzes message content, applies routing logic, and automatically forwards messages to appropriate chat bot services, allowing the system to serve itself rather than requiring users to make selection decisions.
3Ease of operation
If a primary chat bot service automatically selects and routes messages to secondary chat bot services, then user experience is improved and operation is simplified, but system complexity increases
Solution Approach 1:
The patent segments the chat bot system into distinct functional components: a gateway service for message routing, primary chat bot services for general handling, and secondary chat bot services for specialized functions. This segmentation allows complexity to be distributed across modular components rather than concentrated in a single system, making the overall architecture more manageable despite the increased number of elements.
Solution Approach 2:
The gateway service is designed as a universal component that handles multiple chat bot services through a single unified interface. Rather than requiring separate interfaces for each chat bot, the gateway provides multi-functional routing capabilities that work across diverse chat bot services, reducing the operational complexity users would otherwise face when interacting with multiple specialized services.
Data Source
AI summary
A chat message from a user to a primary chat bot service is received. A secondary chat bot service is automatically evaluated and selected to handle the chat message, wherein the secondary chat bot service is selected from a plurality of candidate secondary chat bot services that includes at least one chat bot service provided by a third-party entity external to an entity providing the primary chat bot service. The chat message is forwarded to the selected secondary chat bot service.