Abstract
Chatbots are systems that imitate human conversation by using Artificial Intelligence. They have been designed to interact with users by using natural language in a way that they think they are having a dialogue with a human. The relevance of these is gaining impact in our society, being widely applied to numerous fields, from Health Care to Education. Although their usage is associated with different purposes such as virtual assistant, entertainment, domotic, and routing, they are becoming increasingly popular in business domains, managing the customer services since they can automate, optimize and manage business processes and marketing campaigns. However, it is an arduous task to integrate them into the business data flows to take advantage of their potential and stand out from the competence. Therefore, in this work, we have described IVRMaker, an interactive and customizable telephone chatbot services platform. The target behind the IVRMaker is to help companies to integrate a conversational assistant into their business process. The platform is mainly based on cutting-edge research areas in Natural Language Processing to facilitate easy integration into the business data model. The evaluation of the platform was carried out in two use cases relating to disparate domains. The results obtained were interesting in demonstrating the applicability and adaptability of these assistants and their direct impact on the automatization of customer services and marketing campaigns.
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Acknowledgements
This work has been funded by INFO and the European Regional Development Fund (FEDER/ERDF) under the RIS3MUR COVID-19 program through project IVRMAKER (2020.08.ID+I.0020). This work has been also partially supported by the projects “Programa para la Recualificación del Sistema Universitario Español 2021–2023”, and the Community of Madrid, through the Young Researchers R+D Project. Ref. M2173 - SGTRS (co-funded by Rey Juan Carlos University) and PEJD-2019-PRE/TIC-16151.
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Rodríguez-García, M.Á., Caparrós-Laiz, C., Vivancos-Vicente, P.J., García-Díaz, J.A., Valencia-García, R. (2022). IVRMaker, An Interactive and Customizable Telephone Chatbot Services Platform. In: Valencia-García, R., Bucaram-Leverone, M., Del Cioppo-Morstadt, J., Vera-Lucio, N., Jácome-Murillo, E. (eds) Technologies and Innovation. CITI 2022. Communications in Computer and Information Science, vol 1658. Springer, Cham. https://doi.org/10.1007/978-3-031-19961-5_5
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