An Embodied Conversational Agent using Retrieval-Based Model and Deep Learning

Abstract

In accordance to the Fourth Industrial Revolution, the emergence of the digital transformation alongside with the collaboration between networked machines and human beings in decision-making has attracted much attention globally. The utilization of conversational agent to convey information on behalf of human have gained popularity and been used extensively. As a result, this research intends to examine and to innovate the current corporate website by providing the capabilities to deliver instantaneously replies and reliable information through the integration of a conversational agent via deep learning, comparable to communicating with the competent customer service consultant. This study is reliant on the Artificial Intelligence (AI) to offer natural language processing (NLP) by presenting retrieval-based model and Deep Learning to enable the conversation agent to make smarter and better decision in generating reliable and up-to-date responses. Furthermore, this research intends to automate the process of minimizing the need for human interference, specifically the botmaster to perform the knowledge maintenance manually.

Digitalization of customer service in small and medium-sized enterprises: drivers for the development and improvement

“…In the customer portal, the customers can use the FAQ (Frequently Asked Questions) tool to clarify their main doubts and alleviate the workload of the attendants, who are often few in SMEs. The FAQ can be added to the chatbot to increase the speed of customer service, allowing agents to focus on customers who need more specific assistance (Falle et al, 2016;Leong et al, 2019;Singh et al, 2018).…”

“…With the assistance of AI, the chatbot provides more dynamic and refined service to users, simulating human dialogues that reduce the discomfort of customers talking to robots. Thus, SMEs can reduce the number of call center employees while improving the capacity for simultaneous calls (Falle et al, 2016;Guzm an-Ortiz et al, 2020;Leong et al, 2019). In addition, SMEs should use different techniques and resources to make their service more attractive, personalized, and satisfactory to their customers.…”

“…The FAQ can be added to the chatbot to increase the speed of customer service, allowing agents to focus on customers who need more specific assistance (Falle et al. , 2016; Leong et al. , 2019; Singh et al.…”