Conversational AI chat-bot Architecture overview by Ravindra Kompella

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Understanding The Conversational Chatbot Architecture

conversational ai architecture

Finally, conversational AI can also optimize the workflow in a company, leading to a reduction in the workforce for a particular job function. This can trigger socio-economic activism, which can result in a negative backlash to a company. Use this model selection framework to choose the most appropriate model while balancing your performance requirements with cost, risks and deployment needs.

For instance, building an action for Google Home means the assistant you build simply needs to adhere to the standards of Action design. How different is it from say telephony that also supports natural human-human speech? Understanding the UI design and its limitations help design the other components of the conversational experience. With the latest improvements in deep learning fields such as natural speech synthesis and speech recognition, AI and deep learning models are increasingly entering our daily lives. Matter of fact, numerous harmless applications, seamlessly integrated with our everyday routine, are slowly becoming indispensable. In the present highly-competitive market, delivering exceptional customer experiences is no longer just good to have if businesses want to thrive and scale.

Conversational AI is set to shape the future of how businesses across industries interact and communicate with their customers in exciting ways. It will revolutionize customer experiences, making interactions more personalized and efficient. Imagine having a virtual assistant that understands your needs, provides real-time support, and even offers personalized recommendations. It will continue to automate tasks, save costs, and improve operational efficiency.

The implementation of chatbots worldwide is expected to generate substantial global savings. Studies indicate that businesses could save over $8 billion annually through reduced customer service costs and increased efficiency. Chatbots with the backing of conversational ai can handle high volumes of inquiries simultaneously, minimizing the need for a large customer service workforce.

Collect valuable data and gather customer feedback to evaluate how well the chatbot is performing. Capture customer information and analyze how each response resonates with customers throughout their conversation. You can also partner with industry leaders like Yellow.ai to leverage their generative AI-powered conversational AI platforms to create multilingual chatbots in an easy-to-use co-code environment in just a few clicks. Conversational AI can automate customer care jobs like responding to frequently asked questions, resolving technical problems, and providing details about goods and services. This can assist companies in giving customers service around the clock and enhance the general customer experience. Conversational AI opens up a world of possibilities for businesses, offering numerous applications that can revolutionize customer engagement and streamline workflows.

We’ll be building the application programmatically, without using a storyboard, which means no boxes or buttons to toggle — just pure code. But before actually implementing the API view, we need to instantiate model handlers in the global scope of the project, so that heavy config files and checkpoints can be loaded into memory and prepared for usage. One of the best things about conversational AI solutions is that it transcends industry boundaries. Explore these case studies to see how it is empowering leading brands worldwide to transform the way they operate and scale. In this guide, you’ll also learn about its use cases, some real-world success stories, and most importantly, the immense business benefits conversational AI has to offer.

  • Also, we’ll implement a Django REST API to serve the models through public endpoints, and to wrap up, we’ll create a small IOS application to consume the backend through HTTP requests at client-side.
  • So, based on client requirements we need to alter different elements; but the basic communication flow remains the same.
  • Conversational AI starts with thinking about how your potential users might want to interact with your product and the primary questions that they may have.
  • In nonlinear conversation, the flow based upon the trained data models adapts to different customer intents.
  • Developing conversational AI apps with high privacy and security standards and monitoring systems will help to build trust among end users, ultimately increasing chatbot usage over time.
  • Based on the usability and context of business operations the architecture involved in building a chatbot changes dramatically.

By leveraging generative AI, conversational AI systems can provide more engaging, intelligent, and satisfying conversations with users. It’s an exciting future where technology meets human-like interactions, making our lives easier and more connected. A differentiator of conversational AI is its ability to understand and respond to natural language inputs in a human-like manner. This enables conversational AI systems to interpret context, understand user intents, and generate more intelligent and contextually relevant responses.

Increased sales and customer engagement

These incredible models have become a game-changer, especially in creating smarter chatbots and virtual assistants. With the adoption of mobile devices into consumers daily lives, businesses need to be prepared to provide real-time information to their end users. Since conversational AI tools can be accessed more readily than human workforces, customers can engage more quickly and frequently with brands. This immediate support allows customers to avoid long call center wait times, leading to improvements in the overall customer experience. As customer satisfaction grows, companies will see its impact reflected in increased customer loyalty and additional revenue from referrals. Staffing a customer service department can be quite costly, especially as you seek to answer questions outside regular office hours.

If the template requires some placeholder values to be filled up, those values are also passed by the dialogue manager to the generator. Then the appropriate message is displayed to the user and the bot goes into a wait mode listening for the user input. The aim of this article is to give an overview of a typical architecture to build a conversational AI chat-bot. We will review the architecture and the respective components in detail (Note — The architecture and the terminology referenced in this article comes mostly from my understanding of rasa-core open source software). The 5 essential building blocks to build a great conversational assistant — User Interface, AI tech, Conversation design, Backend integrations and Analytics.

Mockup tools like BotMock and BotSociety can be used to build quick mockups of new conversational journeys. Tools like Botium and QBox.ai can be used to test trained models for accuracy and coverage. If custom models are used to build enhanced understanding of context, user’s goal, emotions, etc, appropriate ModelOps process need to be followed. At the end of the day, the aim here is to deliver an experience that transcends the duality of dialogue into what I call the Conversational Singularity.

The first is Machine Learning (ML), which is a branch of AI that uses a range of complex algorithms and statistical models to identify patterns from massive data sets, and consequently, make predictions. ML is critical to the success of any conversation AI engine, as it enables the system to continuously learn from the data it gathers and enhance its comprehension of and responses to human language. Conversational AI is a transformative technology with a positive influence on all facets of businesses. From mimicking human interactions to making the customer and employee journey hassle-free — it’s essential first to understand the nuances of conversational AI. Intents or the user intentions behind a conversation are what drive the dialogue between the computer interface and the human. These intents need to match domain-specific user needs and expectations for a satisfactory conversational experience.

These early chatbots operated on predefined rules and patterns, relying on specific keywords and responses programmed by developers. At the same time, they served essential functions, such as answering frequently asked questions. You can foun additiona information about ai customer service and artificial intelligence and NLP. Their lack of contextual understanding made conversations feel rigid and limited. Conversational AI empowers businesses to connect with customers globally, speaking their language and meeting them where they are. With the help of AI-powered chatbots and virtual assistants, companies can communicate with customers in their preferred language, breaking down any language barriers.

Neural Modules Toolkit, NeMo

They have proven excellent solutions for brands looking to enhance customer support, engagement, and retention. Today conversational AI is enabling businesses across industries to deliver exceptional brand experiences through a variety of channels like websites, mobile applications, messaging apps, and more! That too at scale, around the clock, and in the user’s preferred languages without having to spend countless hours in training and hiring additional workforce. That’s not all, most conversational AI solutions also enable self-service customer support capabilities which gives users the power to get resolution at their own pace from anywhere. As you design your conversational AI, you should consider a mechanism in place to measure its performance and also collect feedback on the same. As part of the complete customer engagement stack, analytics is a very essential component that should be considered as part of the Conversational AI solution design.

The development of photorealistic avatars will enable more engaging face-to-face interactions, while deeper personalization based on user profiles and history will tailor conversations to individual needs and preferences. While all conversational AI is generative, not all generative AI is conversational. For example, text-to-image systems like DALL-E are generative but not conversational. Conversational AI requires specialized language understanding, contextual awareness and interaction capabilities beyond generic generation. The code creates a Panel-based dashboard with an input widget, and a conversation start button.

Natural language processing is the current method of analyzing language with the help of machine learning used in conversational AI. Before machine learning, the evolution of language processing methodologies went from linguistics to computational linguistics to statistical natural language processing. conversational ai architecture In the future, deep learning will advance the natural language processing capabilities of conversational AI even further. If the initial layers of NLU and dialog management system fail to provide an answer, the user query is redirected to the FAQ retrieval layer.

Conversational AI is a type of generative AI explicitly focused on generating dialogue. Responsible development and deployment of LLM-powered conversational AI are vital to address challenges effectively. By being transparent about limitations, following ethical guidelines, and actively refining the technology, we can unlock the full potential of LLMs while ensuring a positive and reliable user experience. IBM watsonx Assistant provides customers with fast, consistent and accurate answers across any application, device or channel. However, the biggest challenge for conversational AI is the human factor in language input.

Scalability and Performance are essential for ensuring the platform can handle growing interactions and maintain fast response times as usage increases. Developed by Google AI, T5 is a versatile LLM that frames all-natural language tasks as a text-to-text problem. It can perform tasks by treating them uniformly as text generation tasks, leading to consistent and impressive results across various domains.

conversational ai architecture

And based on the response, proceed with the defined linear flow of conversation. Since the hospitalization state is required info needed to proceed with the flow, which is not known through the current state of conversation, the bot will put forth the question to get that information. The most important aspect of the design is the conversation flow, which covers the different aspects which will be catered to by the conversation AI. You should start small by identifying the limited defined scope for the conversation as part of your design and develop incrementally following an Iterative process of defining, Design, Train, Integrating, and Test. The parameters such as ‘engine,’ ‘max_tokens,’ and ‘temperature’ control the behavior and length of the response, and the function returns the generated response as a text string. Picture a scenario where the model is given an incomplete sentence, and its task is to fill in the missing words.

Speech recognition, speech synthesis, text-to-speech to natural language processing, and many more. Conversational AI helps businesses gain valuable insights into user behavior. It allows companies to collect and analyze large amounts of data in real time, providing immediate insights for making informed decisions. With conversational AI, businesses can understand their customers better by creating detailed user profiles and mapping their journey. By analyzing user sentiments and continuously improving the AI system, businesses can personalize experiences and address specific needs. Conversational AI also empowers businesses to optimize strategies, engage customers effectively, and deliver exceptional experiences tailored to their preferences and requirements.

By bridging the gap between human communication and technology, conversational AI delivers a more immersive and engaging user experience, enhancing the overall quality of interactions. NLP, or Natural Language Processing, is like the language skills of conversational AI. Just as we humans understand and respond to language, NLP helps AI systems understand and interact with human language. It’s all about teaching computers to understand what we’re saying, interpret the meaning, and generate relevant responses. NLP algorithms analyze sentences, pick out important details, and even detect emotions in our words. With NLP in conversational AI, virtual assistant, and chatbots can have more natural conversations with us, making interactions smoother and more enjoyable.

conversational ai architecture

For instance, if the conversational journeys support marketing of products/services, the assistant may need to integrate with CRM systems (e.g. Salesforce, Hubspot, etc). If the journeys are about after-sales support, then it needs to integrate with customer support systems to create and query support tickets and CMS to get appropriate content to help the user. A conversational AI strategy refers to a plan or approach that businesses adopt to effectively leverage conversational AI technologies and tools to achieve their goals. It involves defining how conversational AI will be integrated into the overall business strategy and how it will be utilized to enhance customer experiences, optimize workflows, and drive business outcomes.

Boards around the world are requiring CEOs to integrate conversational AI into every facet of their business, and this document provides a guide to using conversational AI in the enterprise. Conversational AI is getting closer to seamlessly discussing intelligent systems, without even noticing any substantial difference with human speech. The principal layers that conform to Jasper’s architecture are convolutional neural nets. They’re designed to facilitate fast GPU inference by allowing whole sub-blocks to be fused into a single GPU kernel. This is extremely important for strict real-time scenarios during deployment phases. The model versions we’ll cover are based on the Neural Modules NeMo technology recently introduced by Nvidia.

To understand the entities that surround specific user intents, you can use the same information that was collected from tools or supporting teams to develop goals or intents. NeMo is a programming library that leverages the power of reusable neural components to help you build complex architectures easily and safely. Neural modules are designed for speed, and can scale out training on parallel GPU nodes. Employees, customers, and partners are just a handful of the individuals served by your company. Understanding your target audience can assist you in designing a conversational AI system that fits their demands while providing a great user experience.

The dialogue manager will update its current state based on this action and the retrieved results to make the next prediction. Once the next_action corresponds to responding to the user, then the ‘message generator’ component takes over. User experience design is a established field of study that can provide us with great insights to develop a great experience. Michelle Parayil neatly has summed up the different roles conversation designers play in delivering a great conversational experience. Conversation Design Institute (formerly Robocopy) have identified a codified process one can follow to deliver an engaging conversational script.

Here, we’ll explore some of the most popular uses of conversational AI that companies use to drive meaningful interactions and enhance operational efficiency. Choosing the correct architecture depends on what type of domain the chatbot will have. For example, you might ask a chatbot something and the chatbot replies to that. Maybe in mid-conversation, you leave the conversation, only to pick the conversation up later. Based on the type of chatbot you choose to build, the chatbot may or may not save the conversation history.

They provide 24/7 support, eliminating the expense of round-the-clock staffing. Self-service options and streamlined interactions reduce reliance on human agents, resulting in cost savings. While the actual savings may vary by industry and implementation, chatbots have the potential to deliver significant financial benefits on a global scale. The technology choice is also critical and all options should be weighed against before making a choice.

Here « greet » and « bye » are intent, « utter_greet » and « utter_goodbye » are actions.

The amount of conversational history we want to look back can be a configurable hyper-parameter to the model. Note — If the plan is to build the sample conversations from the scratch, then one recommended way is to use an approach called interactive learning. The model uses this feedback to refine its predictions for next time (This is https://chat.openai.com/ like a reinforcement learning technique wherein the model is rewarded for its correct predictions). A Conversational AI assistant is of not much use to a business if it cannot connect and interact with existing IT systems. Depending on the conversational journeys supported, the assistant will need to integrate with a backend system.

For narrow domains a pattern matching architecture would be the ideal choice. However, for chatbots that deal with multiple domains or multiple services, broader domain. In these cases, sophisticated, state-of-the-art neural network architectures, such as Long Short-Term Memory (LSTMs) and reinforcement learning agents are your best bet. Due to the varying nature of chatbot usage, the architecture will change upon the unique needs of the chatbot. Based on the usability and context of business operations the architecture involved in building a chatbot changes dramatically. So, based on client requirements we need to alter different elements; but the basic communication flow remains the same.

Data security is an uncompromising aspect and we should adhere to best security practices for developing and deploying conversational AI across the web and mobile applications. Having proper authentication, avoiding any data stored locally, and encryption of data in transit and at rest are some of the basic practices to be incorporated. Also understanding the need for any third-party integrations to support the conversation should be detailed. If you are building an enterprise Chatbot you should Chat PG be able to get the status of an open ticket from your ticketing solution or give your latest salary slip from your HRMS. The ultimate goal is to create AI companions that efficiently handle tasks, retrieve information and forge meaningful, trust-based relationships with users, enhancing and augmenting human potential in myriad ways. Generative AI is a broader category of AI software that can create new content — text, images, audio, video, code, etc. — based on learned patterns in training data.

Learn how to choose the right chatbot architecture and various aspects of the Conversational Chatbot. When assessing conversational AI platforms, several key factors must be considered. First and foremost, ensuring that the platform aligns with your specific use case and industry requirements is crucial. This includes evaluating the platform’s NLP capabilities, pre-built domain knowledge and ability to handle your sector’s unique terminology and workflows. Together, goals and nouns (or intents and entities as IBM likes to call them) work to build a logical conversation flow based on the user’s needs. If you’re ready to get started building your own conversational AI, you can try IBM’s watsonx Assistant Lite Version for free.

NLP engine contains advanced machine learning algorithms to identify the user’s intent and further matches them to the list of available intents the bot supports. Interactive voice assistants (IVAs) are conversational AI systems that can interpret spoken instructions and questions using voice recognition and natural language processing. IVAs enable hands-free operation and provide a more natural and intuitive method to obtain information and complete activities. Overall, conversational AI apps have been able to replicate human conversational experiences well, leading to higher rates of customer satisfaction. Once the user intent is understood and entities are available, the next step is to respond to the user.

It achieves better results by training on larger datasets with more training steps. The true prowess of Large Language Models reveals itself when put to the test across diverse language-related tasks. From seemingly simple tasks like text completion to highly complex challenges such as machine translation, GPT-3 and its peers have proven their mettle. Machine learning is a branch of artificial intelligence (AI) that focuses on the use of data and algorithms to imitate the way that humans learn.

The dialog management unit uses machine language models trained on conversation history to decide the response. Rather than employing a few if-else statements, this model takes a contextual approach to conversation management. This includes designing solutions to log conversations, extracting insights, visualising the results, monitoring models, resampling for retraining, etc. Designing an analytics solution becomes essential to create a feedback loop to make your AI powered assistant, a learning system. Many out of the box solutions are available — BotAnalytics, Dashbot.io, Chatbase, etc. Conversation Driven Development, Wizard-of-Oz, Chatbot Design Canvas are some of the tools that can help.

Because it can help your business provide a better customer and employee experience, streamline operations, and even gain an edge over your competition. The AI will be able to extract the entities and use them to cover the responses required to proceed with the flow of conversations. For better understanding, we have chosen the insurance domain to explain these 3 components of conversation design with relevant examples. Like for any other product, it is important to have a view of the end product in the form of wireframes and mockups to showcase different possible scenarios, if applicable. For e.g. if your chatbot provides media responses in the form of images, document links, video links, etc., or redirects you to a different knowledge repository.

Conversational AI can greatly enhance customer engagement and support by providing personalized and interactive experiences. Through human-like conversations, these tools can engage potential customers, swiftly understand their requirements, and gather initial information to qualify leads effectively. This personalized approach not only accelerates the lead qualification process but also enhances the overall customer experience by providing tailored interactions. By harnessing the power of conversational AI, businesses can streamline their lead-generation efforts and ensure a more efficient and effective sales process. No, you don’t necessarily need to know how to code to build conversational AI.

LLms with sophisticated neural networks, led by the trailblazing GPT-3 (Generative Pre-trained Transformer 3), have brought about a monumental shift in how machines understand and process human language. With millions, and sometimes even billions, of parameters, these language models have transcended the boundaries of conventional natural language processing (NLP) and opened up a whole new world of possibilities. Human conversations can also result in inconsistent responses to potential customers. Since most interactions with support are information-seeking and repetitive, businesses can program conversational AI to handle various use cases, ensuring comprehensiveness and consistency. This creates continuity within the customer experience, and it allows valuable human resources to be available for more complex queries.

AI-powered chatbots are software programs that simulate human-like messaging interactions with customers. They can be integrated into social media, messaging services, websites, branded mobile apps, and more. AI chatbots are frequently used for straightforward tasks like delivering information or helping users take various administrative actions without navigating to another channel.

With this approach, chatbots could handle a more extensive range of inputs and provide slightly more contextually relevant responses. However, they still struggled to capture the intricacies of human language, often resulting in unnatural and detached responses. LLM Chatbot architecture has a knack for understanding the subtle nuances of human language, including synonyms, idiomatic expressions, and colloquialisms.

The “utter_greet” and “utter_goodbye” in the above sample are utterance actions. Designing solutions that use of these models, orchestrate between them optimally and manage interaction with the user is the job of the AI designer/architect. In addition, these solutions need also be scalable, robust, resilient and secure. We’ll be using the Django REST Framework to build a simple API for serving our models.

They also enable multi-lingual and omnichannel support, optimizing user engagement. Overall, conversational AI assists in routing users to the right information efficiently, improving overall user experience and driving growth. Conversational AI refers to the cutting-edge field that involves creating computer systems with the ability to engage in human-like and interactive conversations. It harmoniously blends innovations in the field of natural language processing, machine learning, and dialogue management to achieve highly intelligent bots for text and voice channels. By doing so, conversational AI enables computers to understand and respond to user inputs in a way that feels like they are in a conversation with another human.

Additionally, sometimes chatbots are not programmed to answer the broad range of user inquiries. When that happens, it’ll be important to provide an alternative channel of communication to tackle these more complex queries, as it’ll be frustrating for the end user if a wrong or incomplete answer is provided. In these cases, customers should be given the opportunity to connect with a human representative of the company. If you’re unsure of other phrases that your customers may use, then you may want to partner with your analytics and support teams.

In addition, if we want to combine multiple models to build a more sophisticated pipeline, organizing our work is key to separate the concerns of each part, and make our code easy to maintain. The overall architecture of Tacotron follows similar patterns to Quartznet in terms of Encoder-Decoder pipelines. Once you have a clear vision for your conversational AI system, the next step is to select the right platform.

The consideration of the required applications and the availability of APIs for the integrations should be factored in and incorporated into the overall architecture. Here below we provide a domain-specific entity extraction example for the insurance sector. Here in this blog post, we are going to explain the intricacies and architecture best practices for conversational AI design. Vendor Support and the strength of the platform’s partner ecosystem can significantly impact your long-term success and ability to leverage the latest advancements in conversational AI technology. The prompt is provided in the context variable, a list containing a dictionary. The dictionary contains information about the role and content of the system related to an Interviewing agent.

conversational ai architecture

Users often hit dead ends, frustrated by the bot’s inability to comprehend their queries, and ultimately dissatisfied with the experience. With 175 billion parameters, it can perform various language tasks, including translation, question-answering, text completion, and creative writing. GPT-3 has gained popularity for its ability to generate highly coherent and contextually relevant responses, making it a significant milestone in conversational AI.

Moreover, conversational AI streamlines the process, freeing up human resources for more strategic endeavors. It transforms customer support, sales, and marketing, boosting productivity and revenue. To build a chatbot or virtual assistant using conversational AI, you’d have to start by defining your objectives and choosing a suitable platform. Design the conversational flow by mapping out user interactions and system responses. A wide range of conversational AI tools and applications have been developed and enhanced over the past few years, from virtual assistants and chatbots to interactive voice systems.

As the input grows, the AI platform machine gets better at recognizing patterns and uses it to make predictions. If the bot still fails to find the appropriate response, the final layer searches for the response in a large set of documents or webpages. We use a numerical statistic method called term frequency-inverse document frequency (TF-IDF) for information retrieval from a large corpus of data. Term Frequency (TF) is the number of times a word appears in a document divided by the total number of words in the document. Message generator component consists of several user defined templates (templates are nothing but sentences with some placeholders, as appropriate) that map to the action names. So depending on the action predicted by the dialogue manager, the respective template message is invoked.

Conversational AI chat-bot — Architecture overview by Ravindra Kompella – Towards Data Science

Conversational AI chat-bot — Architecture overview by Ravindra Kompella.

Posted: Fri, 09 Feb 2018 08:00:00 GMT [source]

The  idea is to configure all the required files, including the models, routing pipes, and views, so that we can easily test the inference through forward POST and GET requests. As their paper states, Jasper is an end-to-end neural acoustic model for automatic speech recognition. We’ll explore their architectures, and dig into some Pytorch available on Github.

This part of the pipeline consists of two major components—an intent classifier and an entity extractor. Do they want to know something in general about the company or services or do they want to perform a specific task like requesting a refund? The intent classifier understands the user’s intention and returns the category to which the query belongs. Artificial Intelligence (AI) powers several business functions across industries today, its efficacy having been proven by many intelligent applications.

Conversational AI is also very scalable as adding infrastructure to support conversational AI is cheaper and faster than the hiring and on-boarding process for new employees. This is especially helpful when products expand to new geographical markets or during unexpected short-term spikes in demand, such as during holiday seasons. Both individuals and organizations that work with arXivLabs have embraced and accepted our values of openness, community, excellence, and user data privacy. ArXiv is committed to these values and only works with partners that adhere to them. To build the view without AutoLayout, we need to set up our custom constraints on each UI element. If we’re employing the model in a sensitive scenario, we must chain the textual raw output from the ASR model with a punctuator, to help clarify the context and enhance readability.

Yellow.ai has it’s own proprietary NLP called DynamicNLP™ – built on zero shot learning and pre-trained on billions of conversations across channels and industries. DynamicNLP™ elevates both customer and employee experiences, consistently achieving market-leading intent accuracy rates while reducing cost and training time of NLP models from months to minutes. Conversational AI is an innovative field of artificial intelligence that focuses on developing technologies capable of understanding and responding to human language in a natural and human-like manner. These intelligent systems can comprehend user queries, provide relevant information, answer questions, and even carry out complex tasks. Implementing a conversational AI platforms can automate customer service tasks, reduce response times, and provide valuable insights into user behavior. By combining natural language processing and machine learning, these platforms understand user queries and offers relevant information.

Today’s customers are technically-savvy and demand instant access to support and service across physical and digital channels. That’s where Conversational AI proves to be true allies for driving results while also optimizing costs. In nonlinear conversation, the flow based upon the trained data models adapts to different customer intents. For conversational AI the dialogue can start following a very linear path and it can get complicated quickly when the trained data models take the baton.

Emotions, tone, and sarcasm make it difficult for conversational AI to interpret the intended user meaning and respond appropriately. Conversational AI has principle components that allow it to process, understand and generate response in a natural way. With the help of dialog management tools, the bot prompts the user until all the information is gathered in an engaging conversation. Finally, the bot executes the restaurant search logic and suggests suitable restaurants.

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