Chat bots architecture

Architecture components for implementing a chat bot solution using Altitude.

An Altitude installation for implementing a chat bot solution has the following components and connections:

• Customers interact with the contact center through a chat bot using media channels. For example, Skype, Microsoft Teams, Slack, or Facebook Messenger.
• The MS Bot Service receives the customer interaction.
• A custom chat bot, or custom bot, connects through the MS SDK API to the MS Bot Service and to a cognitive service (for example, Microsoft LUIS) to understand the customer intents, and reply to the customer.
• The custom chat bot can use helper functions from the Helpers Library, which contains auxiliary functions that simplify invoking the Altitude Bot Connector API and the MS SDK API. The custom chat bot also uses the Integration Server API (IS API) to connect the custom chat bot to the Altitude uCI Server.
• The custom chat bot uses the Altitude Bot Connector API to connect to the Altitude Bot Connector, which is responsible for delivering the interactions to an IVR campaign, and registering the customer interactions in the Altitude uCI Server.
• If the custom chat bot has an option for human agent interactions, the human agents use an ASL script or a different application to handle the conversation with the customer.