聊天机器人
计算机科学
知识库
服务(商务)
万维网
客户群
客户知识
人机交互
知识管理
客户宣传
财务
经济
服务质量
经济
作者
Chin-Chih Chang,Wen-Shing Cheng,Sean Hsiao
标识
DOI:10.1109/ecice55674.2022.10042940
摘要
A customer service chatbot enhanced with conversational language understanding and knowledge base is developed. Here, we explore LUIS and QnA Maker which are unified as Azure cognitive service for language. LUIS is a cloudbased conversational AI service that responds a user intelligence. QnA maker is a knowledge base for custom question answering. This question-and-answer knowledge base is especially useful for customer dialogs. Hence, by combining the services, we provide a smart response and provide a knowledge base to understand and improve the service. We implement this chatbot on the LINE Bot platform. Users easily access it by simply adding the representative of this chatbot on LINE. In addition, we put marketing information through this chatbot. The experiments are conducted, and the results show the chatbot is feasible and has a high user acceptance.
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