Developing an Automatic Reply Chatbot for Customer Service
| Autor: | TSAI, PEI-SHAN, 蔡佩珊 |
|---|---|
| Rok vydání: | 2019 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 107 Customer Service plays an important role in the customer relationship management (CRM) as a bridge between enterprises and clients .Nowadays,customer service must have certain professional technology and experience, in order to help customers solve the problem, they need to spend time to education training and accumulated experience,and most of the problems and handle the repeatability problem.Customer service is the first line personnel that enterprises contact with customers.If customer service personnel are unable to deal with problems due to lack of experience, it will directly affect the image and value of enterprises.This study aims at customer service in information service industry, develops a question-and-answer model based on FAQ, and in order to make customers'intuitive response and problem-solving,and implement the model in the way of customer service robots, so that users can narrate their problems in natural language, and the way of dialogue with robots also increases the interaction.In order to make the system search for answers more quickly and accurately, firstly, classify the questions according to the users'questions, and train the model with the Maximum Entropy Algorithm.Using cosine similarity to calculate user questions and FAQ questions, the best answer is the highest similarity.The data source of this study is Company E. The QA system will be tested by the company's professionals and its benefits will be discussed. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
| Externí odkaz: |
|