Overview

Q&A-oriented chatbot

Provides answers based on customers' questions.

The content of the answer is more knowledge-based rather than customer-oriented.

In vertical domains, technical emphases are placed on the technology of replying to questions directly using the knowledge base and knowledge graph.

Customer: I am in Tianhe District. Where can I request social security handling?

Chatbot: (Query the FAQ knowledge base and find the corresponding answer.)

B: Hello, the addresses of service centers of Social Security Bureau are as follows: XXX in Baiyun East Road in Baiyun District; No.101 of Tianhe Building in Tianhe District; XXX in Yuexiu District...

Task-oriented chatbot

Completes tasks with clear objectives such as booking flight tickets, ordering meals, and subscribing to the RBT service.

In vertical domains (limited information), technologies such as multi-round dialogs and slot extraction are required.

Customer: I want to subscribe to a data package.

B: We have 5 GB and 10 GB monthly data packages and unlimited data package. Which do you prefer?

Customer: 5 GB monthly data package.

B: Are you sure you want to subscribe to the 5 GB monthly data package?

Customer: Yes.

B: (Transfer the service number and 5 GB monthly data package parameter to invoke the service interface for subscribing to the package and receive a success result.)

B: OK. You have successfully subscribed to the 5 GB monthly data package. The package takes effect 10 minutes later.

B: Do you need other services?