USU Bot Universe, IT and customer service solutions provider launched a chatbot ecosystem, creating new application areas for bots. Since a single chatbot can only cover limited areas, the intelligent and flexible combination of dialog systems as a network of expert chatbots will enable them to serve customers more efficiently and accurately.
Multiple chatbots as an open-source project
USU Bot Universe is a free and open-source bot communication protocol provided on the basis of JSON for any type of chatbot. As part of the open source project, the company assumes an administrative role and provides the universal communication protocol and exchange platforms for the USU Bot Universe community free of charge. In return, the community can assist in developing the project in new directions. The development of further integrations will enable the use of a variety of chatbots based on different technologies.
USU’s architecture concept divides chatbots into two roles: expert bots and a lead bot. The expert bots are registered in the network and can provide information on narrowly defined topics. The other role, the lead bot, acts as a concierge, first communicating with the user and connecting them with the appropriate expert bot. The lead bot acts as a moderator and single face to the customer, while the expert bot is responsible for actually answering the specific questions. These modular bots allow for easy maintenance and servicing by editors. If a new topic is added, another bot can quickly be created and added to the network.
As part of the ARBAY joint project funded by the German Federal Ministry of Education and Research, USU is currently developing an intelligent dialog engine that actively supports end users in the role of a virtual advisor when advising and configuring different areas or products. The combination of several chatbots offers prospective customers of a furniture manufacturer, for example, a better experience with more accurate and relevant advice.
For example, one bot provides advice on choosing the perfect couch, while another makes appointments with a consultant or forwards data to an email or ticketing system. The chatbots form an interface between the speech input of the prospective customer, the virtual, spatial representation of the piece of furniture through integrated VR glasses and the sales platform.