International Business Machines Corporation
Chatbot orchestration

Abstract:

Orchestrated chat services utilizing a centralized chat service with access to a plurality of chatbots registered to the chat service. User's seeking support from the orchestrated chat service interact with a single user interface, while the backend of the chat service extracts the intents and entities from the user's input into the chat service. The orchestrated chat service identifies one or more classifications of chatbots suitable for responding to the user's input within a prescribed level of confidence dictated by one or more orchestration rules and selects a chatbot predicted to most likely respond to the user's input in a correct and accurate manner. The orchestrated chat service formats the user input and chat history into format of the selected chatbot's API, forwards user input and history to the selected chatbot and returns the response from the selected chatbot to the user interface of the orchestrated chat service.