Design a scalable chatbot platform

Problem

Design a production chatbot platform that can answer user questions and hold multi-turn conversations for a product/company.

Assume the chatbot will be used in web and mobile apps and should be able to:

• Answer FAQs and product/how-to questions using internal documentation/knowledge bases.
• Support multi-turn conversations with conversation history (context).
• Escalate to a human agent when it cannot help.
• Be safe (avoid leaking sensitive info) and observable (monitoring/metrics).

Deliverables

1. Clarify requirements (functional + non-functional), traffic/latency targets, and failure modes.
2. High-level architecture and key services/components.
3. Data/storage design (conversation state, knowledge sources).
4. Key APIs (ingress, inference, human handoff).
5. Reliability, scaling, and monitoring plan.
6. Security/privacy considerations and abuse prevention.