Artificial Intelligence

AI Integrations

Natural Language Processing (NLP) Engine

The NLP Engine is a type of Artificial Intelligence that MLC chatbots utilise to improve the user experience. NLP can be seen when chatbot users are given the opportunity to free-type a reply. From this written response, the system will then detect keywords used by the user to detect the most relevant pre-orchestrated user journey. The chatbot will then respond with the most appropriate next journey or a fallback interaction designed to inform the user that their request is not possible.

For those with large volumes of knowledge-based documentation and the ability to train OpenAI’s mechanism, access to Large Language Modelling (LLM) is also possible. This allows the creation of a bot with enough knowledge to produce meaningful and reliable responses.

MyLINKConnect utilises AI via integrations from OpenAI. For more specific and technical details that are not listed below, please get in touch with our team where we will be happy to go into greater detail.

Intents

The collection of freely written phrases used by your customers to trigger specific user journeys can be called intents. You may title one of your intents ‘Booking Requests’ and ask the bot to send users to a hotel room booking journey that integrates with your systems. Using NLP, your bot will recognise phrases used by customers such as ‘vacancies’, ‘room availability’ to trigger this user journey.

You may also choose to update your NLP Master Container. With this all of your MLC chatbots will be able to share intents from a ‘Global NLP’, ‘Intents’ and ‘Entities’ list, eliminating the need to copy this across all of your bot creations. This means that any edits made to the global list, will automatically be applied to all chatbots. Local edits can also be made to independent bots if necessary.

AI Account Creation

There are two ways to utilise AI within MLC:

The first sees customers provide their own OpenAI account. A simple API key will connect the existing account to MLC. Here MLC acts as and an enabler, where the customer is responsible for their own documentation that is uploaded to their OpenAI account.

Alternatively, customers can utilise LINK Mobility’s OpenAI account. Here uploaded documentation will sit within LINK’s OpenAI account. Please also note that messages exchanged with this assistant will not be visible within the MyLINKConnect interface but rather within the LINK OpenAI account subscription.

AI Privacy & Storage

Currently indexing, embedding, and querying of custom data training requires OpenAI. This means that questions and information indexes are sent to OpenAI servers through API. OpenAI does not receive the original documents but will receive the fragments generated by Llama Index RAG. Pieces of the original information supplied by the potential customer will be sent through API to OpenAI services.

By OpenAI usage policies:

1. OpenAI will not use data submitted by customers via our API to train or improve our models, unless you explicitly decide to share your data with us for this purpose.

2. Any data sent through the API will be retained for abuse and misuse monitoring purposes for a maximum of 30 days, after which it will be deleted (unless otherwise required by law).

The rest of the process with OpenAI is controlled by MyLINKConnect and happens on MyLINKConnect’s EU private servers.

LINK is also considering the implementation of Azure OpenAI Services. This entails a private version of an OpenAI account and diminishes data privacy concerns due to there being no multitenant involved in the processing of third-party data. For further details, please enquire.