System Data Center
Customer Interaction Technology
SW Solutions & Services
Chatbot
Decoding the user's request
Decode process of user's request consists in Intent Recognition and Entity Extraction of the purpose or objective behind the message received.
Elaborazione della base di conoscenze
Intention Recognition is done through employing techniques like Natural Language Processing (NLP), while Natural Language Generation (NGL) is used as a tool in the Entity Extraction.
Entity Framework Core (EF Core) is the main base for NGL. The EF Core, once collected the information from the first phase, processes it based on the input values inserted by the Administration during the system setup phase. The EF Core, having processed the information, interacts with the Administration's systems and generates a package of information that it sends to the third step, which is the processing of the personalized response for the user.
Reply to user
By integrating with Knowledge Base, chatbot can access a wider range of information, depending on the platform chosen, and provides answers to users.
Advantages
- It is designed to be adapted with private platforms. The system already has chatbot plugins for integration with the most widely used CRMs;
- Knowledge Base can be added and removed dynamically. The Knowledge Base improvement is performed using a graphical tool, thanks to our experts;
- Auditing can be executed. It is possible to carry out full snapshots of the infrastructure and produce reports concerning the state of the Knowledge Base.
