A multilingual chatbot for supporting mobile companies complaints. Case study: ATM Mobilis of Algeria.
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Date
2022-06-10
Journal Title
Journal ISSN
Volume Title
Publisher
UNIVERSITY of M'SILA
Abstract
The application of artificial intelligence techniques by communication companies is changing
the nature of interactions with customers. It is now possible to automate repetitive and regular
work, increasing the productivity, creativity and efficiency of organizations. The customer
also wants more options of independence and self-service, preferring to conduct an operation
or obtain information without wasting time or ignoring it. On the other hand, in light of the
competition between communication companies, each of them seeks to impose itself in the
market by maintaining its customers and acquiring new customers. Therefore, an effective
and profitable solution to this problem for two parties is a chatbot. It is a software application
that simulates a call center employee that responds to common questions and directs
customers to reduce the time spent by the user in finding the right information.
In our work, we explored two different chatbot systems, the first is a Dialogflow chat bot and
the second is a rules-based chat bot that supports three languages and automatically
recognizes the user's language among the languages Arabic is not supported by the first type.
Description
Keywords
Deep learning, chatbot, customer service, Dialogflow, company mobile