Customer Service Chatbot Enhanced with Conversational Language Understanding and Knowledge Base
Chin-Chih Chang, Wen-Shing Cheng, Sean Hsiao · 2022
A customer service chatbot enhanced with conversational language understanding and knowledge base is developed. Here, we explore LUIS and QnA Maker which are unified as Azure cognitive service for language. LUIS is a cloudbased conversational AI service that responds a user intelligence. QnA maker is a knowledge base for custom question answering. This question-and-answer knowledge base is especially useful for customer dialogs. Hence, by combining the services, we provide a smart response and provide a knowledge base to understand and improve the service. We implement this chatbot on the LINE Bot platform. Users easily access it by simply adding the representative of this chatbot on LINE. In addition, we put marketing information through this chatbot. The experiments are conducted, and the results show the chatbot is feasible and has a high user acceptance.