Focused domain contextual AI chatbot framework for resource poor languages

Abstract

In today’s business world, providing reliable customer service is equally important as delivering better products for maintaining a sustainable business model. As providing customer service requires human resource and money, businesses are often shifting towards artificial intelligence system for necessary customer interaction. However, these traditional chatbot architectures depend heavily on natural language processing (NLP), it is not feasible to implement for the languages with little to no prior NLP backbone. In this work, we propose a semi-supervised artificially intelligent chatbot framework that can automate parts of primary interaction and customer service. The primary focus of this work is to build a chatbot which can generate contextualized responses in any language without depending much on rich NLP background and a vast number of a prior data set. This system is designed in such a way that with a dictionary of a language and regular customer interaction dataset, it can provide customer services for any business in any language. This architecture has been used to build a customer service bot for an electric shop, and different analysis has been done to evaluate the performance of individual components of the framework to show its competence to provide reliable response generation in comparison with other approaches.

Keywords

• Machine learning
• convolutional neural network
• natural language processing
• chatbot
• customer service
• context awareness
• Bangla
• English