Response Generation In A Contact Center Using An Application Programming Interface
A server may access, during an engagement with a contact center by a software agent, a prompt from a user device. The server may determine, using a natural language processing engine of the software agent, to use an application programming interface call based on the prompt. The server may transmit a request representing the application programming interface call to a governance engine. The server may receive a data structure responsive to the request from the governance engine. The server may generate, using the natural language processing engine, a response based on the data structure.
1 . A method, comprising:
accessing, during an engagement with a contact center by a software agent, a prompt from a user device;
determining, using a natural language processing engine of the software agent, to use an application programming interface call based on the prompt;
transmitting a request representing the application programming interface call to a governance engine;
receiving a data structure responsive to the request from the governance engine; and
generating, using the natural language processing engine, a response to the prompt based on the data structure.
2 . The method of claim 1 , wherein the natural language processing engine comprises a generative pre-trained transformer trained to generate natural language responses to natural language prompts.
3 . The method of claim 1 , wherein the governance engine generates the application programming interface call based on the request.
4 . The method of claim 3 , wherein the governance engine generates, based on a response to the application programming interface call, the data structure in a format readable by the software agent.
5 . The method of claim 1 , wherein the response is a natural language response, the method further comprising:
transmitting the natural language response to the user device.
6 . The method of claim 1 , wherein determining to use the application programming interface call based on the prompt comprises:
transmitting, to the user device, a request for additional information to generate the application programming interface call;
receiving, from the user device, natural language data in response to the request for additional information; and
generating the request representing the application programming interface call using the natural language data.
7 . The method of claim 1 , wherein determining to use the application programming interface call based on the prompt comprises:
transmitting, to the user device, a request for additional information to generate the application programming interface call;
receiving, from the user device, natural language data in response to the request for additional information;
identifying a second prompt based on the natural language data; and
generating, by the software agent, a response to the second prompt.
8 . The method of claim 1 , wherein the application programming interface call comprises a retrieval of data from a data repository, wherein the data comprises at least one of user information, a user account status, a user transaction history, product information, or real-time data.
9 . A non-transitory computer-readable medium storing instructions operable to cause one or more processors to perform operations comprising:
accessing, during an engagement with a contact center by a software agent, a prompt from a user device;
determining, using a natural language processing engine of the software agent, to use an application programming interface call based on the prompt;
transmitting a request representing the application programming interface call to a governance engine;
receiving a data structure responsive to the request from the governance engine; and
generating, using the natural language processing engine, a response to the prompt based on the data structure.
10 . The non-transitory computer-readable medium of claim 9 , wherein the natural language processing engine comprises a generative pre-trained transformer trained to generate natural language responses to natural language prompts.
11 . The non-transitory computer-readable medium of claim 9 , wherein the governance engine generates the application programming interface call based on the request.
12 . The non-transitory computer-readable medium of claim 11 , wherein the governance engine generates, based on a response to the application programming interface call, the data structure in a format readable by the software agent.
13 . The non-transitory computer-readable medium of claim 9 , wherein the response is a natural language response, the operations further comprising:
transmitting the natural language response to the user device.
14 . The non-transitory computer-readable medium of claim 9 , wherein determining to use the application programming interface call based on the prompt comprises:
transmitting, to the user device, a request for additional information to generate the application programming interface call;
receiving, from the user device, natural language data in response to the request for additional information; and
generating the request representing the application programming interface call using the natural language data.
15 . The non-transitory computer-readable medium of claim 9 , wherein determining to use the application programming interface call based on the prompt comprises:
transmitting, to the user device, a request for additional information to generate the application programming interface call;
receiving, from the user device, natural language data in response to the request for additional information;
identifying a second prompt based on the natural language data; and
generating, by the software agent, a response to the second prompt.
16 . The non-transitory computer-readable medium of claim 9 , wherein the application programming interface call comprises a retrieval of data from a data repository, wherein the data comprises at least one of user information, a user account status, a user transaction history, product information, or real-time data.
17 . A system, comprising:
a memory; and
a processor configured to execute instructions stored in the memory to:
access, during an engagement with a contact center, a prompt from a user device;
determine, using a natural language processing engine, to use an application programming interface call based on the prompt;
transmit a request representing the application programming interface call to a governance engine;
receive a data structure responsive to the request from the governance engine; and
generate, using the natural language processing engine, a response to the prompt based on the data structure.
18 . The system of claim 17 , wherein the governance engine generates the application programming interface call based on the request and generates, based on a response to the application programming interface call, the data structure.
19 . The system of claim 17 , wherein to determine to use the application programming interface call based on the prompt comprises to:
transmit, to the user device, a request for additional information to generate the application programming interface call;
receive, from the user device, natural language data in response to the request for additional information; and
generate the request representing the application programming interface call using the natural language data.
20 . The system of claim 17 , wherein to determine to use the application programming interface call based on the prompt comprises to:
transmit, to the user device, a request for additional information to generate the application programming interface call;
receive, from the user device, natural language data in response to the request for additional information;
identify a second prompt based on the natural language data; and
generate a response to the second prompt.