AI-powered Chatbot for Improved Customer Feedback Management using NLP
Manasi Chhibber, Rishabh Mittal, Archana Singh · 2023
Artificial intelligence (AI) has revolutionized the way businesses operate and make decisions. One of the key areas that AI has made a significant impact on is feedback management. With the help of AI, businesses can now analyze reviews in real-time, uncovering valuable insights that were previously hidden, and drive growth. In this paper, we have presented numerous ways by which we have worked towards analyzing data received by a paper manufacturing and distribution company and maximizing their profits. Here we have described our approach for developing a smart chatbot in extensive detail. With the help of Natural Language Processing, we have been able to classify the customer enquiry comments into 12 unique classes with 91.35% accuracy using Gradient Boosting Classification model. Furthermore, we employed the Random Forest Algorithm, Support Vector Machines, K Nearest Neighbors, and the Decision Tree Algorithm to make predictions based on the text data and have compared their performances.