论文标题
与自然语言理解的基于意图匹配的客户服务聊天机器人
Intent Matching based Customer Services Chatbot with Natural Language Understanding
论文作者
论文摘要
客户服务是任何业务的命脉。优秀的客户服务不仅会产生回报业务，还可以创建新客户。考虑到苛刻的市场为客户提供24/7的服务，许多组织越来越多地参与流行的社交媒体和文本消息平台，例如WhatsApp和Facebook Messenger，为当前苛刻的市场中的客户提供24/7的服务。在本文中，我们提出了一种基于意图的客户服务聊天机器人（IMCSC），该聊天机器人能够替换销售人员的客户服务工作，同时通过使用自然语言理解（NLU）以更自然和类似人类的方式进行互动。该机器人能够回答最常见的经常提出的问题，并且我们还集成了将客户订单处理和导出到Google Sheet的功能。
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 interacting in a more natural and human-like manner through the employment of Natural Language Understanding (NLU). The bot is able to answer the most common frequently asked questions and we have also integrated features for the processing and exporting of customer orders to a Google Sheet.
