Polarity Sentiment-Based Intelligent Chat Bot For Judicious Customer Service Escalation

Instant Messaging Chat Bot

Research Anthology on Strategies for Using Social Media as a Service and Tool in Business ◽

10.4018/978-1-7998-9020-1.ch036 ◽

2021 ◽

pp. 705-725

Author(s):

Min Chung Han

Keyword(s):

Focus Group ◽

Customer Service ◽

Instant Messaging ◽

Mobile Users ◽

Focus Group Interviews ◽

Online Surveys ◽

Marketing Tool ◽

Group Interviews ◽

Chat Bot ◽

Insight Into

Recently there has been a resurgence of chat bot use among businesses, which employ them as part of their marketing strategy. To provide better insight into instant messaging chat bots as a marketing tool, the present research focuses on mobile users' current understanding and perceptions of chat bots. This study examines what mobile consumers think of instant messaging chat bots, and whether consumers are willing to use the new chat bots. This study employs focus group interviews and online surveys to examine consumers' perceptions. The results indicate that a majority of mobile users have employed chat bots for customer service and for entertainment. Mobile users found instant messaging chat bots easy to use and useful, but not necessarily entertaining.

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Instant Messaging Chat Bot

Smart Marketing With the Internet of Things - Advances in Marketing, Customer Relationship Management, and E-Services ◽

10.4018/978-1-5225-5763-0.ch009 ◽

2019 ◽

pp. 164-184 ◽

Cited By ~ 1

Author(s):

Min Chung Han

Keyword(s):

Focus Group ◽

Customer Service ◽

Instant Messaging ◽

Mobile Users ◽

Focus Group Interviews ◽

Online Surveys ◽

Marketing Tool ◽

Group Interviews ◽

Chat Bot ◽

Insight Into

Recently there has been a resurgence of chat bot use among businesses, which employ them as part of their marketing strategy. To provide better insight into instant messaging chat bots as a marketing tool, the present research focuses on mobile users' current understanding and perceptions of chat bots. This study examines what mobile consumers think of instant messaging chat bots, and whether consumers are willing to use the new chat bots. This study employs focus group interviews and online surveys to examine consumers' perceptions. The results indicate that a majority of mobile users have employed chat bots for customer service and for entertainment. Mobile users found instant messaging chat bots easy to use and useful, but not necessarily entertaining.

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Chatbot for College Management System

International Journal for Research in Applied Science and Engineering Technology ◽

10.22214/ijraset.2021.37112 ◽

2021 ◽

Vol 9 (VII) ◽

pp. 3493-3496

Author(s):

Delphin Lydia B

Keyword(s):

Artificial Intelligence ◽

Public Relations ◽

Customer Service ◽

Management System ◽

Text Message ◽

Vital Role ◽

Wide Range ◽

Input Sentence ◽

Real Person ◽

Chat Bot

Nowadays, Artificial Intelligence is being used extensively in a wide range of sectors, from product production to customer service in public relations. Artificial Intelligence (AI) chat bots play a vital role in helping solve their problems in any aspects. So, we implemented a virtual assistant based on AI that can deal with any query related to College Management System. A chatbot uses information stored in its database to recognize phrases and make decisions on its own in response to a query. The college inquiry chat-bot is built using the Rasa NLU framework that analyzes user's queries by understanding user’s text message. The response principle is matching the input sentence from a user. The college management system involves public user portal and student/staff portal. It keeps track records of all the information regarding students and the college. In the public portal, the user may use the chat-bot to ask any college-related questions without having to physically visit the campus. The Bot analyses the query and responds with a graphical user interface that makes it appear as though a real person is conversing with the user. The system's accuracy is estimated to be 95% and the time it takes to create responses corresponds to the number of lines of response.

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