Intent Matching based Customer Services Chatbot with Natural Language Understanding

TL;DR

This paper introduces an intent matching customer service chatbot that leverages natural language understanding to interact naturally, answer FAQs, and process customer orders via social media platforms, aiming to replace human sales personnel.

Contribution

The paper presents a novel intent matching chatbot with integrated order processing capabilities, enhancing automated customer service through natural language understanding.

Findings

Effective FAQ answering demonstrated

Order processing integrated successfully

Natural interactions improved customer engagement

Abstract

Customer service is the lifeblood of any business. Excellent customer service not only generates return business but also creates new customers. Looking at the demanding market to provide a 24/7 service to customers, many organisations are increasingly engaged in popular social media and text messaging platforms such as WhatsApp and Facebook Messenger in providing a 24/7 service to customers in the current demanding market. In this paper, we present an intent matching based customer services chatbot (IMCSC), which is capable of replacing the customer service work of sales personnel, whilst interacting in a more natural and human-like manner through the employment of Natural Language Understanding (NLU). The bot is able to answer the most common frequently asked questions and we have also integrated features for the processing and exporting of customer orders to a Google Sheet.