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Increasing Naturalness and Flexibility in Spoken Dialogue Interaction pp 251–259Cite as

Online FAQ Chatbot for Customer Support

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Part of the book series: Lecture Notes in Electrical Engineering ((LNEE,volume 714))

Abstract

Chatbots and conversational systems are becoming a prominent research area, and many businesses are starting to leverage on their capability to handle basic communication tasks. With a vast variety of available frameworks for chat-bot development from tech giants, business organizations can build their own systems quickly and conveniently. However, these frameworks often lack a proper set of holistic tools to build a chatbot that is manageable, adaptable to learn, and scalable. Hence, frequently, additional machine learning mechanisms are needed to improve performance. In this paper, we demonstrate a chatbot system that uses machine learning to answer Frequently Asked Questions (FAQs) from our school website. The system includes different types of user query and a vector similarity analysis component to handle long and complex user queries. In addition, the Google’ s DialogFlow framework is used for intention detection.

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Notes

  1. 1.

    https://dialogflow.com/.

  2. 2.

    https://medium.com/mindlayer/a-generic-summary-of-chatbot-public-apis-26448c1b108c.

  3. 3.

    https://tryolabs.com/blog/2017/01/25/building-a-chatbot-analysis--limitations-of-modern-platforms/.

  4. 4.

    http://askntu.ntu.edu.sg/home/ntu_wide/ifaq.aspx.

  5. 5.

    https://spacy.io/usage/vectors-similarity.

  6. 6.

    https://abiword.github.io/enchant/.

  7. 7.

    https://docs.mongodb.com/manual/tutorial/.

  8. 8.

    https://pypi.org/project/sukhoi/.

References

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Acknowledgements

This research was supported by the Speech team in Multimedia and Interactive Computing Lab (MICL), School of Computer Science and Engineering, NTU, Singapore.

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Authors and Affiliations

  1. School of Computer Science and Engineering, NTU, Nanyang Ave, Singapore

    Thi Ly Vu, Kyaw Zin Tun, Chng Eng-Siong & Rafael E. Banchs

Authors
  1. Thi Ly Vu
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  2. Kyaw Zin Tun
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  3. Chng Eng-Siong
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  4. Rafael E. Banchs
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Corresponding author

Correspondence to Thi Ly Vu .

Editor information

Editors and Affiliations

  1. Apple, Cupertino, CA, USA

    Erik Marchi

  2. Kore University of Enna, Enna, Italy

    Sabato Marco Siniscalchi

  3. Polytechnic University of Turin, Torino, Italy

    Sandro Cumani

  4. Kore University of Enna, Enna, Italy

    Valerio Mario Salerno

  5. National University of Singapore, Singapore, Singapore

    Haizhou Li

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Vu, T.L., Tun, K.Z., Eng-Siong, C., Banchs, R.E. (2021). Online FAQ Chatbot for Customer Support. In: Marchi, E., Siniscalchi, S.M., Cumani, S., Salerno, V.M., Li, H. (eds) Increasing Naturalness and Flexibility in Spoken Dialogue Interaction. Lecture Notes in Electrical Engineering, vol 714. Springer, Singapore. https://doi.org/10.1007/978-981-15-9323-9_21

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  • DOI: https://doi.org/10.1007/978-981-15-9323-9_21

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  • Publisher Name: Springer, Singapore

  • Print ISBN: 978-981-15-9322-2

  • Online ISBN: 978-981-15-9323-9

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