Campbell, CA

Customer Service: Chatbots on web sites (BOT), Mobile apps (MBL)

Enterprise applications: Human Resources support (HR)


Scope: Full

System: Cloud-based (CLD), On-Premises (PRM)


  • Rulai characterizes the company as an “Enterprise Conversational Computing Platform provider.”
  • The company provides a full platform for natural language text interaction by chatbot.
  • Rulai-powered bots can be integrated withwith voice or text-based customer touch points, contact center providers, agent desktops, backend fulfillment systems, and even with other bots.Advanced features include context awareness such as maintaining conversational history, exception handling such as clarifying a response and escalation to human agents, handling requests including decision trees, and integration such as script execution.
  • The platform is delivered as a cloud Platform as a Service or Software as a Service and an on-premises option.
  • Analytics include pinpointing problems and proposing improvements.
  • Development tools support drag-and-drop development. The company indicates that designers don’t have to deal with technical details.

Delving Deeper

Rulai provides more than the basic chatbot framework consisting of a messaging connector, a natural language processing engine, and a dialog manager that takes user intent and outputs chatbot responses. Characterized as an “enterprise-level total solution,” Rulai says its architecture covers more advanced capabilities with the complexity and necessary sophistication for more advanced implementations.

One advanced area is Context Awareness. This supports conversational history, behavior prediction, user preferences, user context, second/third party data, and proactive conversations.

Handling conversations includes brokering, exceptions, decision trees, knowledge sources, script generation, and business processes.

Exception Handling includes clarifying, modality switching, fall back to search, and escalation to an agent.  Integration features include servicing intents, custom integration, decision tree node, script execution, and bot-to-bot integration.

The platform can be used as a cloud service, with Platform as a Service or Software as a Service pricing, or an on-premise solution. This includes support and security features.

Analytics include measuring performance at a macroscopic level and a detailed level. The software pinpoints problems and proposes improvements.

Development tools include a design console, using a drag-and-drop style that minimizes the need to deal with the underlying technology. The underlying technology uses adaptive learning based on machine learning. Natural language understanding extracts intent.

Rulai’s virtual customer assistants (VCA) or chatbots support a variety of use cases. These include customer service, employee service, troubleshooting, sales and marketing tasks) that require flexible non-linear, multi-round conversation with MITIS™ (Mixed Initiatives and Tasks for Intelligent Services) technologies.

Enterprises can build AI chatbots without any data to cold start and let Rulai’s AI to help evolve, or with existing data using Rulai’s third-generation AI chatbot solution with unsupervised learning, transfer learning, active learning and deep learning technologies as well as proprietary data.