Virtual Agent Third-Party NLU Integration via Transformation Scripts
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Solution Overview
Problem
The integration of third-party natural language understanding (NLU) services with native chat services is a tedious and time-consuming process, limiting customer satisfaction and performance.
Innovation Solution
A system that facilitates the integration of third-party NLU services with virtual agents using an application programming interface (API) and transformation scripts to configure communication layers, allowing seamless operation and efficient data processing between the third-party NLU service and the virtual agent, which may include input and output transformation layers to condition and adapt user utterances and responses.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If third-party NLU services are integrated with native chat services, then the virtual agent's natural language understanding capability is improved, but the integration process becomes tedious and time-consuming
Solution Approach 1:
The integration process is segmented into distinct transformation layers (input transformation layer and output transformation layer) that can be independently configured and managed. Each layer handles specific aspects of communication between the virtual agent and third-party NLU service, making the overall integration process more manageable and less time-consuming
Solution Approach 2:
Transformation scripts are introduced as intermediary components that mediate communication between the virtual agent and third-party NLU services. These scripts automatically handle data format conversion and protocol adaptation, eliminating the need for manual integration work and significantly reducing integration time
2Ease of manufacture
If transformation scripts are used to configure communication layers, then the integration process is simplified, but the system complexity increases
Solution Approach 1:
The complexity of integration logic is extracted from the core virtual agent system and encapsulated in separate transformation scripts. These scripts can be independently developed, tested, and maintained without affecting the core system, thereby simplifying the overall system architecture despite the added integration capability
Solution Approach 2:
The transformation scripts are designed with universal interfaces that can work with multiple different third-party NLU services. A single transformation script framework can adapt to various service providers through configuration rather than requiring custom integration code for each service, reducing overall system complexity
Data Source
AI summary
A virtual agent that utilizes an in-house natural language understanding (NLU) service and integrates a third party NLU service. The third-party NLU service is integrated with the virtual agent via a transformation script that establishes a transformation boundary through which communications are directed for adjustment and conditioning. The third party NLU service communicates with the virtual agent via an application programming interface (API). The virtual agent receives an utterance from a user via a chat session and provides the utterance to the third party NLU service. The third party NLU service may return intents, entities, and confidence, generate and return a response, and/or take actions within the cloud-based platform via the API, dependent upon the degree of integration. The virtual agent then provides a response to the user via the chat session.