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A chatbot controller is the heart of a Chatbots and is used to create, configure and manage a chatbot and to integrate various systems and services. However, the term chatbot controller is not uniformly defined. Some of the functions of chatbot controllers are also covered by the so-called conversational AI platforms.

architecture

The following architecture of the company BOTfriends shows how a chatbot controller can relate to other systems. The controller is located in the centre of the illustration.

The chatbot controller enables communication with the connector, NLP service, analytics tool and includes other functions. Furthermore, the controller offers the possibility to connect additional systems. A component for the chatbot logic is also included.

Connected systems and services 

In the following, the systems and services that are linked to the Chatbot Controller are explained:

• Admin Interface

The Admin Interface is an interface with which various parameters of the controller can be configured. Among other things, it is possible to create user accounts and manage projects.

• NLP Service

An NLP service enables natural language processing and thus the processing and output of natural language. On the one hand, the intention or the request of the user is determined from the natural language entered and, depending on the chatbot logic, the appropriate answer is output.

• Channels

This includes all channels through which the input is made by the user and the corresponding output of the chatbot is displayed. Exemplary channels would be the Facebook Messenger or a website chat.

• connector

The Connector's task is to translate the various protocols in which conversations are output by the different channels. After interpretation by the chatbot, the conversation is transferred back to the connector in a uniform format and translated accordingly for the respective channels.

• Analytics

Furthermore, it is possible to integrate so-called analytics tools into a chatbot. These make it possible to analyse and optimise conversation data.

• Additional Features

Depending on the use case of the chatbot and partly also depending on the industry in which the chatbot is used, it sometimes makes sense to connect functions such as multilingualism and other systems such as ERPs(Enterprise Resource Planning) and CRMs(Customer Relationship Management) to the chatbot.

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