Control in Hybrid Chatbots

Customer data typically is held in database systems, which can be seen as rule-based knowledge base, whereas businesses increasingly want to benefit from the capabilities of large, pre-trained language models. In this technical report, we describe a case study of how a commercial rule engine and an integrated neural chatbot may be integrated, and what level of control that particular integration mode leads to. We also discuss alternative ways (including past ways realized in other systems) how researchers strive to maintain control and avoid what has recently been called model "hallucination".