Chat Scripts -

| Layer | Component | Responsibility | |-------|-----------|----------------| | 1 | | High-level states (e.g., GREETING , COLLECT_INFO , VERIFY , RESOLUTION ) and legal transitions. Defined in JSON or YAML. | | 2 | Entity Extractor | Small, fine-tuned model (or regex) that extracts key data (order number, problem type) from user input. | | 3 | LLM Utterance Generator | Takes current state + extracted entities + last user message + state-specific script prompt and generates the bot's reply. |

[4] Bender, E. M., & Koller, A. (2020). Climbing towards NLU: On meaning, form, and understanding in the age of data. Proceedings of ACL , 5185-5198. chat scripts

[2] McTear, M., Callejas, Z., & Griol, D. (2016). The Conversational Interface: Talking to Smart Devices . Springer. | | 3 | LLM Utterance Generator |

Author: (AI Research Unit) Publication Date: October 2024 (2020)

[5] Xu, J., et al. (2023). Stateful prompting for LLM-based task-oriented dialogue systems. arXiv preprint arXiv:2305.12345 .