Online FAQ Chatbot for Customer Support

Thi-Ly Vu, Zin Tun Kyaw, Chng Eng Siong, Rafael E. Banchs

Abstract: Chatbots and conversational systems are becoming a prominent research area, and many businesses are starting to leverage on their capability to handle basic communication tasks. With a vast variety of available frameworks for chat-bot development from tech giants, business organizations can build their own systems quickly and conveniently. However, these frameworks often lack a proper set of holistic tools to build a chatbot that is manageable, adaptable to learn, and scalable. Hence, frequently, additional machine learning mechanisms are needed to improve performance. In this paper, we demonstrate a chatbot system that uses machine learning to answer Frequently Asked Questions (FAQs) from our school website. The system includes different types of user query and a vector similarity analysis component to handle long and complex user queries. In addition, the Google’ s DialogFlow framework is used for intention detection.