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CHAT BOT OPERATION AND INTERACTION PROTOCOL

1. General Provisions

1.1. This protocol defines the goals, principles, architecture, rules of operation and interaction of the Chatbot software package (hereinafter referred to as the Bot).

1.2. A bot is a software system designed for automated interaction with users via a text interface in digital communication channels.

1.3. The protocol establishes requirements for the logic of operation, processing of user requests, security, quality of responses, and performance monitoring.

1.4. This document is mandatory for use by developers, testers, administrators, and other participants in the Bot's operation.

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2. Goals and objectives of the system

2.1. The main purpose of implementing the Bot is to automate communications with users.

2.2. Key tasks: • ensuring prompt response to requests; • reducing the workload on operators; • improving the quality of user experience; • standardization of communications; • 24-hour service availability.

2.3. Additional tasks (if necessary): • data collection and structuring; • primary qualification of requests; • routing of requests; • provision of reference information; • support for transactional operations.

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3. Terms and definitions

3.1. User – an individual or legal entity interacting with the Bot.

3.2. Dialogue scenario is a logical sequence of communication steps.

3.3. Intent is the user’s intention detected by the system.

3.4. Context is stored information about the previous interaction.

3.5. Fallback response is a response when a request cannot be recognized.

3.6. Escalation – transfer of the dialogue to the operator.

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4. Operating principles

4.1. The bot operates on the basis of: • analysis of incoming messages; • classification of queries; • selection of a relevant scenario; • generating a response.

4.2. The system must ensure: • correctness of interpretation; • logical sequence of dialogue; • mustache