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AI in Customer Support: The Next Revolution in Customer Service with Examples Humans, on the other hand, continue to play an important role as customer service representatives because they will always provide the distinct personalised touch that consumers value. Artificial intelligence, on the other hand, can operate indefinitely while making occasional artificial intelligence customer support …

The essential Artificial Intelligence AI glossary for contact centres Puzzel United Kingdom Read More »

Natural Language Processing NLP What is it and how is it used? Frequently when customers have made a purchase, received a product or service, or interacted with a customer service agent online, they are prompted to answer a satisfaction survey. Some of this feedback is in the form of a structured response (e.g., a rating), …

Article: Neural network and NLP based chatbot for answering COVID-19 queries Journal: International Journal of Intelligent Engineering Informatics IJIEI 2021 Vol 9 No.2 pp.161 175 Abstract: During the COVID-19 pandemic, people across the world are worried and are highly concerned. The overall purpose of to study and research was to help society by providing a digital solution to this problem which was a chatbot through which people can at some extent self-evaluate that they are safe or not. In this paper, we propose a chatbot for answering queries related to COVID-19 by using artificial intelligence. Various natural language processing algorithms have been used to process datasets. By artificial neural network, the model is created, and it is trained from the processed data, so that appropriate response can be generated by our chatbot. Assessment of the chatbot is done by testing it with a hugely different set of questions, where it performed well. Also, accuracy of chatbot is likely to increase upon increasing dataset. Inderscience Publishers linking academia, business and industry through research Read More »