Proactive and reactive directing of conversational bot-human interactions
Method and system to control a conversational bot uses a graph to specify a desired conversation flow. A graph node has synthetic conversation transcripts annotated with events, wherein an event in a synthetic conversation transcript has preconfigured event expressions that represent ways in which dialogue at the node can unfold. During an on-going conversation, the system provides a data model uniquely associated with the conversation and that specifies a linear sequence of observations. The data model includes events representing semantically-related conversation fragments located in annotated historical conversation transcripts. In response to receipt of an input associated with a current graph node, the system determines whether the input extends an event in the synthetic conversation transcript associated with the node. If so, a response that continues a current conversation flow in the graph is provided. If not, a response that interrupts a current conversation flow in the graph is provided.
1 . A method to control a conversational bot configured on a service computing platform, comprising:
providing a graph that specifies a desired conversation flow, wherein a node in the graph has associated therewith one or more synthetic conversation transcripts annotated with events, wherein an event in a synthetic conversation transcript has one or more preconfigured event expressions associated therewith that represent ways in which dialogue at the node can unfold;
during an on-going conversation:
in response to receipt of an input in association with a current node in the graph, determining whether the input extends an event in the synthetic conversation transcript associated with the current node;
upon a determination that the input does extend the event in the synthetic conversation transcript associated with the current node, providing a first response that continues a current conversation flow in the graph;
upon a determination that the input does not extend the event in the synthetic conversation transcript associated with the current node, providing a second response that interrupts a current conversation flow in the graph; and
wherein the determination is based at least in part on a machine learning model.