The main objective of the Chatbot is to reduce the workload of the repetitive task more smoothly. And the second object can provide 24/7 customer service to clients. ChatBot is not only for customer inquiry purposes we can use different ways.
Why do we need Inquiry ChatBot?
By doing repetitive tasks or jobs employers feel too much boredom and these tasks under-utilize human resources. Telecommunication companies face big challenges today at these types of repetitive tasks. In telecom companies, there are so many departments. If some customer or user wants to know any information from companies, customers waiting too long to speak to an agent.
A chatbot is very useful at this task, it can directly connect to all the department processes internally and can resolve issues spreading over various departments with ease. For the customer, the experience is much smoother.
Companies can use ChatBots to solve these uncomfortable tasks. Companies can also save a huge amount of money by using it to reduce appointing customer support agents and training them to solve customer queries. Not only this task ChatBots are useful in different ways. By adopting ChatBots telecommunication companies experience profits in different ways.
How does an AI-based solution work in Inquiry ChatBot?
All telecommunication customers or users experienced long call duration to reach out to customer agents who resolved their issues. Due to this, customers sometimes get too frustrated especially when they are in a hurry or if the issue is fairly low key.
ChatBot provides a solution for this such that it can easily understand human speech and provide a direct solution to client or customer issues by using Natural Language Processing techniques. This experience is very comfortable for clients too. In addition, it is realized that few parts of approaching inquiries to the client service focus are more appropriate for bots to deal with.
We can build chatbots with different types of chatbots such as generative-based chatbots and another one is retrieval-based chatbots.
AI-based Inquiry Chatbot
For ChatBot model building, we can collect a huge amount of data from telecom customer services such as call conversions or messages from existing conversations that are either from phone calls or messages or SMSs. In this stage, our goal is to collect or gather as much as possible data from customer services. Because a huge amount of data will help Chat Bots too much while learning.
Whatever data we collected or gathered from the customer services user communications or interactions completely unstructured data. We need to do annotations on it. Without annotated data chatbot does not perform well.
In this stage, annotators will annotate data with different types of topics. For example, a few questions and answers are related to recharge offers, few are related to balance, etc. So annotators will annotate data with all those topics. Then ChatBot models will learn patterns like what type of answers they will provide based on topics while training or building models.
So the annotation process in Chatbot helps to model to perform well in real-world scenarios. Without an annotated data model can’t know what topic related questions asked by customers. We can use this annotated data for further activities in the way of building our ChatBot model.
After extracting data from customer services we should apply to preprocess techniques on the dataset. For chatbot, we have to focus more on grammar-related text preprocessing techniques. Because while converting speech to text or phone call conversion sometimes the conversion model is not able to predict the exact words of users due to the low quality of audio etc. So if we apply spelling correction preprocessing techniques that will help our chatbot model. We can apply different text processing techniques in this stage such as stemming, lemmatization, spelling correction, etc.
We need to apply other types of techniques like convert emojis or emoticons to words when we collect data from customer service messages. We should perform well in this process. Because the result of this directly affected the ChatBot model.
After completion of all the above-mentioned activities, we need to build a model for chatbot by using a preprocessed dataset. Here we have to select which type of chatbot we need to build our problem statement or goal of our chatbot.
Generative based chatbot performed well as compared to retrieval-based models. Because it easily captures the style of questions and their customer responses etc. Generative -based models suitable for complex queries and retrieval-based models well performed on simple queries.
We can build chatbot models using sequences to sequence model architecture of Natural Language Processing to produce or generate sequential data in the correct form.
Sentiment analysis is a layer on the head of a chatbot’s natural language understanding (NLU) engine. It is a usefulness that permits the chatbot to ‘comprehend’ the client’s state of mind by investigating verbal and sentence structuring clues. This not just empowers organizations to comprehend the effect of their products/services yet additionally to change their systems according to the end customer’s sentiments. The organization built up an influencer chatbot empowered by sentiment analysis, which helped them improve business execution.
Topic modeling gives us techniques to sort out, comprehend, and sum up vast textual information collections. Accurate forecast of discussion points can be a significant sign of making intelligible and connecting with chatbot systems. Topic modeling helps in: Discovering shrouded useful examples available over the collection of client conversational dataset.
Inference and deployment of the model
Now, this is time to test our trained chatbot where users’ interactions happen similar to telecommunication customer services. We have to test all possibilities. If results are satisfied then we can deploy or lunch our model to specific customer services from where we collect data. Otherwise, we have to re-perform the above activities.