Recent advances in deep neural networks, language modeling and language generation have introduced new ideas to the field of conversational agents. As a result, deep neural models such as sequence-to-sequence, Memory Networks, and the Transformer have become key ingredients of state-of-the-art dialog systems. While those models are able to generate meaningful responses even in unseen situation, they need a lot of training data to build a reliable model. Thus, most real-world systems stuck to traditional approaches based on information retrieval and even hand-crafted rules, due to their robustness and effectiveness, especially for narrow-focused conversations. Here, we present a method that adapts a deep neural architecture from the domain of machine reading comprehension to re-rank the suggested answers from different models using the question as context. We train our model using negative sampling based on question-answer pairs from the Twitter Customer Support Dataset.The experimental results show that our re-ranking framework can improve the performance in terms of word overlap and semantics both for individual models as well as for model combinations.
East China Normal University（华东师范大学）；Shanghai Jiao Tong University（上海交通大学）
Traditional chatbots usually need a mass of human dialogue data, especially when using supervised machine learning method. Though they can easily deal with single-turn question answering, for multi-turn the performance is usually unsatisfactory. In this paper, we present Lingke, an information retrieval augmented chatbot which is able to answer questions based on given product introduction document and deal with multi-turn conversations. We will introduce a fine-grained pipeline processing to distill responses based on unstructured documents, and attentive sequential context-response matching …
Qatar Computing Research Institute, HBKU（哈马德·本·哈利法大学卡塔尔计算研究所）
Recent years have seen growing interest in conversational agents, such as chatbots, which are a very good fit for automated customer support because the domain in which they need to operate is narrow. This interest was in part inspired by recent advances in neural machine translation, esp. the rise of sequence-to-sequence (seq2seq) and attention-based models such as the Transformer, which have been applied to various other tasks and have opened new research directions in question answering, chatbots, and conversational systems. Still, in many cases, it might be feasible and even preferable to …
Machine Reading Comprehension (MRC) is a task that requires machine to understand natural language and answer questions by reading a document. It is the core of automatic response technology such as chatbots and automatized customer supporting systems. We present Korean Question Answering Dataset(KorQuAD), a large-scale Korean dataset for extractive machine reading comprehension task. It consists of 70,000+ human generated question-answer pairs on Korean Wikipedia articles. We release KorQuAD1.0 and launch a challenge at https://KorQuAD.github.io to encourage the development of multilingual na…
Searching for an available, reliable, official, and understandable information is not a trivial task due to scattered information across the internet, and the availability lack of governmental communication channels communicating with African dialects and languages. In this paper, we introduce an Artificial Intelligence Powered chatbot for crisis communication that would be omnichannel, multilingual and multi dialectal. We present our work on modified StarSpace embedding tailored for African dialects for the question-answering task along with the architecture of the proposed chatbot system and…
Customer service is a setting that calls for empathy in live human agent responses. Recent advances have demonstrated how open-domain chatbots can be trained to demonstrate empathy when responding to live human utterances. We show that a blended skills chatbot model that responds to customer queries is more likely to resemble actual human agent response if it is trained to recognize emotion and exhibit appropriate empathy, than a model without such training. For our analysis, we leverage a Twitter customer service dataset containing several million customer<->agent dialog examples in customer …
Any organization needs to improve their products, services, and processes. In this context, engaging with customers and understanding their journey is essential. Organizations have leveraged various techniques and technologies to support customer engagement, from call centres to chatbots and virtual agents. Recently, these systems have used Machine Learning (ML) and Natural Language Processing (NLP) to analyze large volumes of customer feedback and engagement data. The goal is to understand customers in context and provide meaningful answers across various channels. Despite multiple advances i…
Customer service is the lifeblood of any business. Excellent customer service not only generates return business but also creates new customers. Looking at the demanding market to provide a 24/7 service to customers, many organisations are increasingly engaged in popular social media and text messaging platforms such as WhatsApp and Facebook Messenger in providing a 24/7 service to customers in the current demanding market. In this paper, we present an intent matching based customer services chatbot (IMCSC), which is capable of replacing the customer service work of sales personnel, whilst int…
Chatbot is a technology that is used to mimic human behavior using natural language. There are different types of Chatbot that can be used as conversational agent in various business domains in order to increase the customer service and satisfaction. For any business domain, it requires a knowledge base to be built for that domain and design an information retrieval based system that can respond the user with a piece of documentation or generated sentences. The core component of a Chatbot is Natural Language Understanding (NLU) which has been impressively improved by deep learning methods. But…
Creation Of A ChatBot Based On Natural Language Proccesing For Whatsapp
Faculty of Systems Engineering and Informatics, National University of San Marcos（圣马科斯国立大学系统工程与信息学院）；Professional School of Systems Engineering, National Technological University of South Lima（南利马国立科技大学系统工程专业学院）
Providing the best customer experience is one of the primary concerns for the firms that are based online. The advancement of machine learning is revolutionising the company's attitude towards the client through improving the service quality by implementing chatbot solutions, which gives the user instant and satisfactory answers to their enquiries. The acceptance of this technology is increasing with the new improvements and efficiency of the chatbot system. This thesis paper will cover the concept of chatbot system for the company, as a use case we took AK traders Ltd. It involves the researc…
Artificial intelligence and natural language processing (NLP) are increasingly being used in customer service to interact with users and answer their questions. The goal of this systematic review is to examine existing research on the use of NLP technology in customer service, including the research domain, applications, datasets used, and evaluation methods. The review also looks at the future direction of the field and any significant limitations. The review covers the time period from 2015 to 2022 and includes papers from five major scientific databases. Chatbots and question-answering syst…
Customer service chatbots are conversational systems designed to provide information to customers about products/services offered by different companies. Particularly, intent recognition is one of the core components in the natural language understating capabilities of a chatbot system. Among the different intents that a chatbot is trained to recognize, there is a set of them that is universal to any customer service chatbot. Universal intents may include salutation, switch the conversation to a human agent, farewells, among others. A system to recognize those universal intents will be very he…
With the development of Natural Language Processing, Automatic question-answering system such as Waston, Siri, Alexa, has become one of the most important NLP applications. Nowadays, enterprises try to build automatic custom service chatbots to save human resources and provide a 24-hour customer service. Evaluation of chatbots currently relied greatly on human annotation which cost a plenty of time. Thus, has initiated a new Short Text Conversation subtask called Dialogue Quality (DQ) and Nugget Detection (ND) which aim to automatically evaluate dialogues generated by chatbots. In this paper, …
Guided troubleshooting is an inherent task in the domain of technical support services. When a customer experiences an issue with the functioning of a technical service or a product, an expert user helps guide the customer through a set of steps comprising a troubleshooting procedure. The objective is to identify the source of the problem through a set of diagnostic steps and observations, and arrive at a resolution. Procedures containing these set of diagnostic steps and observations in response to different problems are common artifacts in the body of technical support documentation. The abi…
When making an online purchase, it becomes important for the customer to read the product reviews carefully and make a decision based on that. However, reviews can be lengthy, may contain repeated, or sometimes irrelevant information that does not help in decision making. In this paper, we introduce MRCBert, a novel unsupervised method to generate summaries from product reviews. We leverage Machine Reading Comprehension, i.e. MRC, approach to extract relevant opinions and generate both rating-wise and aspect-wise summaries from reviews. Through MRCBert we show that we can obtain reasonable per…
Towards Proactive Information Probing: Customer Service Chatbots Harvesting Value from Conversation
Institute of Data Science, National University of Singapore（新加坡国立大学数据科学研究所）；College of Computer Science, Sichuan University（四川大学计算机学院）；Engineering Research Center of Machine Learning and Industry Intelligence, Ministry of Education, China（教育部机器学习与产业智能工程研究中心）
In the last few years, three major topics received increased interest: deep learning, NLP and conversational agents. Bringing these three topics together to create an amazing digital customer experience and indeed deploy in production and solve real-world problems is something innovative and disruptive. We introduce a new Portuguese financial domain language representation model called BERTaú. BERTaú is an uncased BERT-base trained from scratch with data from the Itaú virtual assistant chatbot solution. Our novel contribution is that BERTaú pretrained language model requires less data, reached…
Chatbots are intelligent conversational computer systems designed to mimic human conversation to enable automated online guidance and support. The increased benefits of chatbots led to their wide adoption by many industries in order to provide virtual assistance to customers. Chatbots utilise methods and algorithms from two Artificial Intelligence domains: Natural Language Processing and Machine Learning. However, there are many challenges and limitations in their application. In this survey we review recent advances on chatbots, where Artificial Intelligence and Natural Language processing ar…
National University of Computing and Emerging Sciences（国立计算与新兴科学大学）
Since the advent of chatbots in the commercial sector, they have been widely employed in the customer service department. Typically, these commercial chatbots are retrieval-based, so they are unable to respond to queries absent in the provided dataset. On the contrary, generative chatbots try to create the most appropriate response, but are mostly unable to create a smooth flow in the customer-bot dialog. Since the client has few options left for continuing after receiving a response, the dialog becomes short. Through our work, we try to maximize the intelligence of a simple conversational age…
QuintoAndar Inc（QuintoAndar公司）；University of São Paulo（圣保罗大学）
In this paper, we show how a Portuguese BERT model can be combined with structured data in order to deploy a chatbot based on a finite state machine to create a conversational AI system that helps a real-estate company to predict its client's contact motivation. The model achieves human level results in a dataset that contains 235 unbalanced labels. Then, we also show its benefits considering the business impact comparing it against classical NLP methods.
Every day, thousands of customers post questions on Amazon product pages. After some time, if they are fortunate, a knowledgeable customer might answer their question. Observing that many questions can be answered based upon the available product reviews, we propose the task of review-based QA. Given a corpus of reviews and a question, the QA system synthesizes an answer. To this end, we introduce a new dataset and propose a method that combines information retrieval techniques for selecting relevant reviews (given a question) and "reading comprehension" models for synthesizing an answer (give…
Tsinghua University（清华大学）；University of Illinois at Chicago（伊利诺伊大学芝加哥分校）
Question-answering plays an important role in e-commerce as it allows potential customers to actively seek crucial information about products or services to help their purchase decision making. Inspired by the recent success of machine reading comprehension (MRC) on formal documents, this paper explores the potential of turning customer reviews into a large source of knowledge that can be exploited to answer user questions.~We call this problem Review Reading Comprehension (RRC). To the best of our knowledge, no existing work has been done on RRC. In this work, we first build an RRC dataset ca…
The application of Deep Learning and Natural Language based ChatBots are growing rapidly in recent years. They are used in many fields like customer support, reservation system and as personal assistant. The Enterprises are using such ChatBots to serve their customers in a better and efficient manner. Even after such technological advancement, the expert advice does not reach the farmers on timely manner. The farmers are still largely dependent on their peers knowledge in solving the problems they face in their field. These technologies have not been effectively used to give the required infor…
Smart systems for Universities powered by Artificial Intelligence have been massively developed to help humans in various tasks. The chatbot concept is not something new in today society which is developing with recent technology. College students or candidates of college students often need actual information like asking for something to customer service, especially during this pandemic, when it is difficult to have an immediate face-to-face meeting. Chatbots are functionally helping in several things such as curriculum information, admission for new students, schedule info for any lecture co…
Chatbots are more and more prevalent in commercial and science contexts. They help customers complain about a product or service or support them to find the best travel deals. Other bots provide mental health support or help book medical appointments. This paper argues that insights into users' language ideologies and their rapport expectations can be used to inform the audience design of the bot's language and interaction patterns and ensure equitable access to the services provided by bots. The argument is underpinned by three kinds of data: simulated user interactions with a chatbot facilit…
In recent times, a large number of people have been involved in establishing their own businesses. Unlike humans, chatbots can serve multiple customers at a time, are available 24/7 and reply in less than a fraction of a second. Though chatbots perform well in task-oriented activities, in most cases they fail to understand personalized opinions, statements or even queries which later impact the organization for poor service management. Lack of understanding capabilities in bots disinterest humans to continue conversations with them. Usually, chatbots give absurd responses when they are unable …
Beijing Institute of Technology（北京理工大学）；Huazhong University of Science and Technology（华中科技大学）
We study the coarse-grained selection module in retrieval-based chatbot. Coarse-grained selection is a basic module in a retrieval-based chatbot, which constructs a rough candidate set from the whole database to speed up the interaction with customers. So far, there are two kinds of approaches for coarse-grained selection module: (1) sparse representation; (2) dense representation. To the best of our knowledge, there is no systematic comparison between these two approaches in retrieval-based chatbots, and which kind of method is better in real scenarios is still an open question. In this paper…
Kauz GmbH（考茨有限公司）；Coburg University of Applied Sciences and Arts（科堡应用科学与艺术大学）；University of Sheffield（谢菲尔德大学）；KnowledgeSpaces UG (haftungsbeschr.)（知识空间有限责任公司（承担有限责任））
We develop a chatbot using Deep Bidirectional Transformer models (BERT) to handle client questions in financial investment customer service. The bot can recognize 381 intents, and decides when to say "I don't know" and escalates irrelevant/uncertain questions to human operators. Our main novel contribution is the discussion about uncertainty measure for BERT, where three different approaches are systematically compared on real problems. We investigated two uncertainty metrics, information entropy and variance of dropout sampling in BERT, followed by mixed-integer programming to optimize decisi…
University of Alberta（阿尔伯塔大学）；Platform and Content Group, Tencent（腾讯平台与内容事业群）
The ability to ask questions is important in both human and machine intelligence. Learning to ask questions helps knowledge acquisition, improves question-answering and machine reading comprehension tasks, and helps a chatbot to keep the conversation flowing with a human. Existing question generation models are ineffective at generating a large amount of high-quality question-answer pairs from unstructured text, since given an answer and an input passage, question generation is inherently a one-to-many mapping. In this paper, we propose Answer-Clue-Style-aware Question Generation (ACS-QG), whi…
Systems powered by artificial intelligence are being developed to be more user-friendly by communicating with users in a progressively human-like conversational way. Chatbots, also known as dialogue systems, interactive conversational agents, or virtual agents are an example of such systems used in a wide variety of applications ranging from customer support in the business domain to companionship in the healthcare sector. It is becoming increasingly important to develop chatbots that can best respond to the personalized needs of their users so that they can be as helpful to the user as possib…
Institute of Software, Chinese Academy of Sciences（中国科学院软件研究所）；University of Chinese Academy of Sciences（中国科学院大学）；Tencent Cloud AI（腾讯云人工智能）；Peking University（北京大学）
Harvesting question-answer (QA) pairs from customer service chatlog in the wild is an efficient way to enrich the knowledge base for customer service chatbots in the cold start or continuous integration scenarios. Prior work attempts to obtain 1-to-1 QA pairs from growing customer service chatlog, which fails to integrate the incomplete utterances from the dialog context for composite QA retrieval. In this paper, we propose N-to-N QA extraction task in which the derived questions and corresponding answers might be separated across different utterances. We introduce a suite of generative/discri…
