Initially, MAIZE co-designed the identity and main content of the chatbot, focusing on:
- The thematic areas of interest to build the chatbot’s knowledge base
- Some of the most frequently asked questions by users within these topic areas
- The touchpoints for delivering the application
- The visual identity and name of the engine
Once the topic content was organized, MAIZE developed the chatbot using Retrieval-Augmented Generation (RAG) technology. RAG is an innovative Artificial Intelligence technology that combines text generation with information retrieval. A RAG tool integrates the functions of a search engine with those of a large language model (LLM)-based conversational assistant. This results in a search engine that can be queried in natural language, find the required information, reprocess it, and return an answer in dialogic form, citing the sources.
In this specific case, the RAG components are integrated with the proprietary conversational framework “dialog,” which includes several additional features:
- Follow-up questions
- Chit chat
- Named Entity Recognition (NER) with cross-referencing to glossary entries
- Implementation of rules for managing the dialog flow
- Configuration of a wizard
- Orchestrator managing calls to the LLM, optimizing costs
- Integration with external services via API
The application is also based on domain-specific prompts that control its behavior and tone of voice, with a particular focus on pharmacovigilance issues. AURORA can answer questions and concerns related to the daily life of a person suffering from insomnia, provide information about the disorder, and offer advice on how best to manage it. AURORA is supportive, learns from the questions it receives, and provides valuable advice on maintaining a healthy lifestyle. While adept at offering support, AURORA conscientiously refrains from encroaching upon the domain of healthcare, redirecting users to medical professionals when necessary.
In conclusion, AURORA stands ready to empathize with users, recognizing the correlations between insomnia and life’s challenges, such as bereavement or separation. It adeptly balances a tone of understanding with a serious and assertive demeanor. Beyond addressing specific concerns, AURORA can also provide insights on broader topics related to insomnia and, for those interested, share the intriguing backstory behind its name and design.
