Virtual Assistant Orchestration for Back Office API Automation
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Solution Overview
Problem
Enterprise organizations face challenges in providing appropriate levels of virtual assistance to users interacting with online services, as existing systems struggle to efficiently manage resource utilization, bandwidth, and back office operations to support virtual assistant robots.
Innovation Solution
A virtual assistant factory computing platform utilizes application programming interfaces (APIs) to communicate between customer-facing applications and back office services, enabling the automation of virtual assistant bots to provide assistance based on user needs, while optimizing resource and bandwidth utilization.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If virtual assistant bots are deployed to provide customer assistance, then customer service quality is improved, but resource utilization and bandwidth consumption increase
Solution Approach 1:
The system dynamically provisions virtual assistant bots based on real-time customer service demands. The orchestrator monitors service quality metrics and resource utilization, then dynamically creates, scales, or terminates bot instances to maintain optimal performance while preventing resource waste during low-demand periods.
Solution Approach 2:
Virtual assistant bots are designed as multi-functional units that can handle various customer service tasks across different enterprise applications. A single bot instance can perform multiple functions such as answering inquiries, processing transactions, and accessing back office services, thereby reducing the total number of specialized bots needed and optimizing resource utilization.
2Adaptability or versatility
If virtual assistant bots access back office functionalities, then customer assistance capability is improved, but system complexity increases
Solution Approach 1:
An orchestrator component acts as an intermediary between virtual assistant bots and back office functionalities. The orchestrator manages authentication, authorization, and coordination of bot interactions with multiple back office systems, thereby shielding bots from system complexity while enabling comprehensive access to enterprise resources.
Solution Approach 2:
The system architecture is segmented into distinct layers: customer-facing virtual assistant bots, an orchestrator layer for management and coordination, and backend enterprise services. This segmentation allows each layer to be developed, deployed, and maintained independently, reducing overall system complexity while enabling versatile customer assistance capabilities.
3Reliability
If multiple virtual assistant bots are deployed, then customer coverage is improved, but operational efficiency decreases
Solution Approach 1:
The orchestrator implements feedback mechanisms that monitor bot performance, customer satisfaction metrics, and operational efficiency. Based on this feedback, the system automatically adjusts bot deployment strategies, task allocation, and resource provisioning to maintain high customer coverage while optimizing operational efficiency through data-driven decisions.
Data Source
AI summary
Various aspects of the disclosure relate to a virtual assistant factory that supports back office operations within a computing system. Various internal services (e.g., banking services, user management services, and the like) may be accessible to external application via an application programming interface. In some cases, a virtual assistant factory computing platform may expose services that call on and/or are tied to various back office computing operations. The virtual assistant factory platform may spin up and host robots, controls, and/or processes that may supplement computing operations and other associated back office operations. The application interface may call API functions that may cause the virtual assistant factory to spin up a virtual assistant to perform various functions and interact with both the user and the appropriate back office operations and/or third-party computing systems.