Hybrid bot framework for enterprises

One or more non-transitory computer-readable storage media coupled to one or more processors and having instructions stored thereon which, when executed by the one or more processors, cause the one or more processors to perform operations for managing interactions with an artificial intelligence (AI) assistant on a hybrid framework, the operations comprising:

• receiving communication data from a device, the communication data comprising data input by a user of the device;
• determining a context based on an extended finite state machine that defines contexts and transitions between contexts, each state of the extended finite state machine comprising a context, transitions in a set of transitions between states comprising tuples of intent, entity, and action, a first transition comprising a first tuple comprising a first populated intent, a first populated entity, and a first populated action, and a second transition comprising a second tuple comprising a second populated intent, an unpopulated entity, and an unpopulated action;
• transmitting a service request to at least one cloud-hosted service, the service request being provided at least partially based on masking sensitive information included in the communication data;
• receiving a service response from the at least one cloud-hosted service, the service response comprising one or more of an intent, and an entity;
• determining at least one action that is to be performed by at least one back-end source system based on the service response;
• providing a user response at least partially based on an action results received from the at least one back-end source system;
• and
• transmitting the user response to the device.

A system, comprising:

• one or more processors;
• and
• a computer-readable storage device coupled to the one or more processors and having instructions stored thereon which, when executed by the one or more processors, cause the one or more processors to perform operations for managing interactions with an artificial intelligence (AI) assistant on a hybrid framework, the operations comprising:
• receiving communication data from a device, the communication data comprising data input by a user of the device;
• determining a context based on an extended finite state machine that defines contexts and transitions between contexts, each state of the extended finite state machine comprising a context, transitions in a set of transitions between states comprising tuples of intent, entity, and action, a first transition comprising a first tuple comprising a first populated intent, a first populated entity, and a first populated action, and a second transition comprising a second tuple comprising a second populated intent, an unpopulated entity, and an unpopulated action;
• transmitting a service request to at least one cloud-hosted service, the service request being provided at least partially based on masking sensitive information included in the communication data;
• receiving a service response from the at least one cloud-hosted service, the service response comprising one or more of an intent, and an entity;
• determining at least one action that is to be performed by at least one back-end source system based on the service response;
• providing a user response at least partially based on an action results received from the at least one back-end source system;
• and
• transmitting the user response to the device.