Unlock the Power of Bot Orchestration for Seamless Conversational Experiences

Table of Contents

1. Introduction
2. Concepts of Bot Orchestration
   1. Mini Apps
   2. Designing a Mini App
      1. Selecting the Date Type
      2. Configuring Irreversible Masking
      3. Setting up Prompts
   3. Dialog Management
      1. Sharing Knowledge between Bots
      2. Introduction to OCP Orchestrator
3. Bot Orchestration in Action
   1. Understanding Caller Needs with Concierge Bot
      1. Intent Mini App
   2. Authenticating Users
      1. Conditional Step
      2. Auth Skill
   3. Making Payments
      1. Make Payment Virtual Skill
   4. Assimilating Mini App Bots
   5. Creating Conversational Experience
4. Customer Experience Optimization
   1. Re-asking Intents
5. Conclusion

Bot Orchestration: Enhancing Conversational AI Experience

Bot orchestration plays a crucial role in the Emilia Cloud Platform (OCP) by using intelligent bots to create a seamless conversational experience. In this article, we will explore the concepts of bot orchestration, the functionality of mini apps, and the innovative approach of OCP's dialog management. We will also delve into the practical application of bot orchestration and how it optimizes the customer experience.

Introduction

In the digital era, chatbots and conversational AI have become essential tools for businesses to interact with customers. However, to provide a truly effective conversational experience, it is necessary to go beyond individual bots and integrate them into a Cohesive system. This is where bot orchestration comes into play. By utilizing mini apps and an orchestrator, OCP revolutionizes the way conversational experiences are created.

Concepts of Bot Orchestration

Mini Apps

The core concept behind bot orchestration in OCP is the use of mini apps. A mini app is a bot that possesses both intelligence and expertise about a specific type of information. For example, we can create a mini app to capture the date of birth from customers. These mini apps are designed to be versatile and can be used across channels such as voice, chat, and social media.

Designing a Mini App

When designing a mini app, there are several important considerations. Firstly, selecting the appropriate date type is crucial. For instance, when capturing a date of birth, we need to choose the correct format and ensure it aligns with the customer's language preference. Additionally, as dates of birth are private information, configuring irreversible masking is necessary to protect the customer's privacy.

To Prompt the customer for their date of birth, we need to define the prompt and ask the customer the right question. It is also essential to specify the acceptable date ranges and indicate whether future dates are valid. By following these steps, we can create a fully functional mini app capable of capturing dates accurately.

Dialog Management

A unique aspect of OCP's bot orchestration is its approach to dialog management. Each mini app, despite being task-specific, has the ability to share its knowledge with other bots. The OCP orchestrator plays a vital role in assimilating the expertise of each bot into a single unified intelligence. This assimilation process unlocks the potential of bot orchestration by leveraging an organized set of intelligently annotated data, surpassing the knowledge of individual bots.

Bot Orchestration in Action

Let's explore how bot orchestration works in practice. Imagine we have a concierge bot that aims to understand caller needs. This is achieved through the use of an intent mini app, which enables the AI application to accurately determine caller intents. The intent mini app utilizes natural language understanding (NLU) and automatic Speech Recognition (ASR) models adapted for the specific task.

To provide a comprehensive conversational experience, additional information may be required from the customer. For instance, we might need to authenticate callers before proceeding. A condition step is added to the orchestrator, linking it to the intent mini app acting as the concierge bot. By selecting the appropriate authentication skill, such as date of birth or numeric information, the authentication process is seamlessly integrated into the conversation.

Making payments is another common customer requirement. OCP provides virtual skills to handle various conversational tasks out of the box. By incorporating a make payment virtual skill, the bot can engage in dialogue with customers, retrieve necessary information, and execute payment transactions. In case the customer fails to provide the expected information, error handlers ensure the conversation is redirected to the correct point in the flow.

Customer Experience Optimization

To enhance the customer experience further, OCP incorporates re-asking intents. By directing callers back to the beginning of the flow, they are given the opportunity to address any additional requirements. This enables the bot to avoid asking repetitive questions and ensures a smooth and efficient conversation, mimicking human-like interactions.

Conclusion

Bot orchestration is a Game-changer in the world of conversational AI. By leveraging mini apps and the power of dialog management, OCP provides a revolutionary approach to creating conversational experiences. The ability to assimilate the expertise of multiple bots into a single intelligence allows for a seamless and personalized customer experience. With the optimization features offered by bot orchestration, businesses can effectively engage with their customers and meet their diverse needs.

Highlights:

• Bot orchestration utilizes mini apps and an orchestrator to create a cohesive conversational experience.
• Mini apps are intelligent bots designed to capture specific information.
• OCP's dialog management allows mini apps to share knowledge and create a unified intelligence.
• Intent mini apps enable the understanding of caller needs, while virtual skills handle tasks like authentication and payment.
• Re-asking intents optimize the customer experience by avoiding repetitive questions and facilitating a smooth conversation.

FAQ:

Q: What is bot orchestration? A: Bot orchestration is the process of integrating multiple bots into a cohesive system to create a seamless conversational experience.

Q: How do mini apps work? A: Mini apps are intelligent bots designed to capture specific information. They possess expertise in a particular area and can be used across different channels.

Q: What is the role of the OCP orchestrator in bot orchestration? A: The OCP orchestrator assimilates the expertise of each mini app bot into a unified intelligence, allowing for a fluid conversational experience.

Q: How does OCP optimize the customer experience? A: OCP incorporates features like re-asking intents to avoid repetitive questions and ensure a smooth and efficient conversation.

Q: Can bot orchestration be used in various industries? A: Yes, bot orchestration is a versatile concept that can be applied to different industries to enhance their conversational AI capabilities.