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Critical Analysis of Conversational Agent Technology for Intelligent Customer Support and Proposition of a New Solution

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Artificial Intelligence and Soft Computing (ICAISC 2018)

Part of the book series: Lecture Notes in Computer Science ((LNAI,volume 10842))

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Abstract

This paper proposes and describes an application of modern, Loebner’s Prize-winning conversational agent technologies in the context of intelligent aid for customer service. The paper defines the requirements, design philosophy and main algorithm for a system that would be able to improve customer service efficiency and functionality using innovative artificial intelligence methods, which can be seen as an increasingly common demand in various branches of business. Emerging problems of interface, knowledge engineering and natural language processing nature are discussed along with proposals of technologies suitable for resolving said issues.

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Notes

  1. 1.

    Bruce Wilcox is a contributor to the chatbot designer’s community board chatbots.org - he is also constantly developing ChatScript and updating his website frequently.

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Author information

Authors and Affiliations

  1. Division of Computer Graphics, The Faculty of Electronics and Information Technology, Institute of Computer Science, Warsaw University of Technology, Nowowiejska 15/19, 00-665, Warsaw, Poland

    Mateusz Modrzejewski & Przemysław Rokita

Authors
  1. Mateusz Modrzejewski
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  2. Przemysław Rokita
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Corresponding author

Correspondence to Mateusz Modrzejewski .

Editor information

Editors and Affiliations

  1. Częstochowa University of Technology, Częstochowa, Poland

    Leszek Rutkowski

  2. Częstochowa University of Technology, Częstochowa, Poland

    Rafał Scherer

  3. Częstochowa University of Technology, Częstochowa, Poland

    Marcin Korytkowski

  4. University of Alberta, Edmonton, AB, Canada

    Witold Pedrycz

  5. AGH University of Science and Technology, Kraków, Poland

    Ryszard Tadeusiewicz

  6. University of Louisville, Louisville, KY, USA

    Jacek M. Zurada

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Modrzejewski, M., Rokita, P. (2018). Critical Analysis of Conversational Agent Technology for Intelligent Customer Support and Proposition of a New Solution. In: Rutkowski, L., Scherer, R., Korytkowski, M., Pedrycz, W., Tadeusiewicz, R., Zurada, J. (eds) Artificial Intelligence and Soft Computing. ICAISC 2018. Lecture Notes in Computer Science(), vol 10842. Springer, Cham. https://doi.org/10.1007/978-3-319-91262-2_63

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  • DOI: https://doi.org/10.1007/978-3-319-91262-2_63

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-91261-5

  • Online ISBN: 978-3-319-91262-2

  • eBook Packages: Computer ScienceComputer Science (R0)

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