Control in Hybrid Chatbots
Thomas Rüdel Jochen L. Leidner
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".