相关论文: Intent Matching based Customer Services Chatbot wi…

We develop a chatbot using Deep Bidirectional Transformer models (BERT) to handle client questions in financial investment customer service. The bot can recognize 381 intents, and decides when to say "I don't know" and escalates…

APIs are everywhere; they provide access to automation solutions that could help businesses automate some of their tasks. Unfortunately, they may not be accessible to the business users who need them but are not equipped with the necessary…

In this paper, we explore the problem of developing personalized chatbots. A personalized chatbot is designed as a digital chatting assistant for a user. The key characteristic of a personalized chatbot is that it should have a consistent…

Conversational Assistants (CA) are increasingly supporting human workers in knowledge management. Traditionally, CAs respond in specific ways to predefined user intents and conversation patterns. However, this rigidness does not handle the…

Following recent advancements in large language models (LLMs), LLM-based chatbots have transformed customer support by automating interactions and providing consistent, scalable service. While LLM-based conversational recommender systems…

Artificial intelligence and natural language processing (NLP) are increasingly being used in customer service to interact with users and answer their questions. The goal of this systematic review is to examine existing research on the use…

Systems powered by artificial intelligence are being developed to be more user-friendly by communicating with users in a progressively human-like conversational way. Chatbots, also known as dialogue systems, interactive conversational…

In this paper, we describe Chat-Bot-Kit, a web-based tool for text-based chats that we designed for research purposes in computer-mediated communication (CMC). Chat-Bot-Kit enables to carry out language studies on text-based real-time chats…

Conversational assistants are being progressively adopted by the general population. However, they are not capable of handling complicated information-seeking tasks that involve multiple turns of information exchange. Due to the limited…

Since the advent of chatbots in the commercial sector, they have been widely employed in the customer service department. Typically, these commercial chatbots are retrieval-based, so they are unable to respond to queries absent in the…

Chatbots are envisioned to dramatically change the future of Software Engineering, allowing practitioners to chat and inquire about their software projects and interact with different services using natural language. At the heart of every…

With a major focus on its history, difficulties, and promise, this research paper provides a thorough analysis of the chatbot technology environment as it exists today. It provides a very flexible chatbot system that makes use of…

Customer service is a setting that calls for empathy in live human agent responses. Recent advances have demonstrated how open-domain chatbots can be trained to demonstrate empathy when responding to live human utterances. We show that a…

Traditional chatbots usually need a mass of human dialogue data, especially when using supervised machine learning method. Though they can easily deal with single-turn question answering, for multi-turn the performance is usually…

Large Language Models (LLMs) and chatbots show significant promise in streamlining the legal intake process. This advancement can greatly reduce the workload and costs for legal aid organizations, improving availability while making legal…

Personal assistant systems, such as Apple Siri, Google Assistant, Amazon Alexa, and Microsoft Cortana, are becoming ever more widely used. Understanding user intent such as clarification questions, potential answers and user feedback in…

The use of chatbots has spread, generating great interest in the industry for the possibility of automating tasks within the execution of their processes. The implementation of chatbots, however simple, is a complex endeavor that involves…

We have recently seen the emergence of several publicly available Natural Language Understanding (NLU) toolkits, which map user utterances to structured, but more abstract, Dialogue Act (DA) or Intent specifications, while making this…

When a human communicates with a machine using natural language on the web and online, how can it understand the human's intention and semantic context of their talk? This is an important AI task as it enables the machine to construct a…

Chatbot has become an important solution to rapidly increasing customer care demands on social media in recent years. However, current work on chatbot for customer care ignores a key to impact user experience - tones. In this work, we…