Critical Analysis of Conversational Agent Technology for Intelligent Customer Support and Proposition of a New Solution

Mateusz Modrzejewski , Przemysław Rokita

Abstract

This paper proposes and describes an application of modern, Loebner’s Prize-winning conversational agent technologies in the context of intelligent aid for customer service. The paper defines the requirements, design philosophy and main algorithm for a system that would be able to improve customer service efficiency and functionality using innovative artificial intelligence methods, which can be seen as an increasingly common demand in various branches of business. Emerging problems of interface, knowledge engineering and natural language processing nature are discussed along with proposals of technologies suitable for resolving said issues.
Author Mateusz Modrzejewski (FEIT / IN)
Mateusz Modrzejewski,,
- The Institute of Computer Science
, Przemysław Rokita (FEIT / IN)
Przemysław Rokita,,
- The Institute of Computer Science
Pages723-733
Publication size in sheets0.5
Book Rutkowski Leszek, Scherer Rafal, Korytkowski Marcin, Pedrycz Witold, Tadeusiewicz Ryszard, Zurada Jacek M. (eds.): Artificial Intelligence and Soft Computing, 17th International Conference, ICAISC 2018, Proceedings, Part II, Lecture Notes in Artificial Intelligence, vol. 10842, 2018, Springer International Publishing, ISBN 978-3-319-91261-5, [978-3-319-91262-2], 814 p., DOI:10.1007/978-3-319-91262-2
Keywords in EnglishConversational agents, Chatbots, NLP, Applied artificial intelligence, AI, Knowledge engineering
DOIDOI:10.1007/978-3-319-91262-2_63
URL https://link.springer.com/chapter/10.1007%2F978-3-319-91262-2_63
Languageen angielski
File
M.Modrzejewski_P.Rokita_ICAISC_2018.pdf 630.14 KB
Score (nominal)15
ScoreMinisterial score = 15.0, 13-06-2018, BookChapterSeriesAndMatConf
Ministerial score (2013-2016) = 15.0, 13-06-2018, BookChapterSeriesAndMatConf
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