A Hybrid Text Classification Approach for Chatbots
Atilla Karaahmetoğlu, Uğur Yiğitoğlu, Elif Vardarlı, Erdem Ünal, Uğur Aydın, Murat Koraş, Mehmet Gönen, Barış Akgün · 2023
Chatbots are preferred in many fields due to their ability to provide fast and uninterrupted customer service at all hours. Most chatbots work by classifying input text and responding accordingly. In this work, a hybrid chatbot app-roach is presented by combining a commercial system and a deep learning-based text classification model. Additionally, active learning-based label correction and data expansion approaches are used to increase chatbot performance and keep it up-to-date. In offline tests, the hybrid method made three times fewer errors than the methods it was composed of. Online evaluations performed after deployment show that the hybrid method was able to preserve its superiority and that keeping the dataset up-to-date had positive contributions.