DESIGN AND IMPLEMENTATION OF A CHATBOT FOR CUSTOMER SUPPORT

Abstract

The number of companies encouraging use of chatbots as a substitute source for customer service is increasing more and more. Users must have confidence in chatbots giving them the assistance they need. But the confidence in chatbots by users is affected by the shortage of information in this aspect. Users' confidence in chatbots for customer service is thought to be affected (a) by factors related to the specific chatbot, mainly the quality of understanding of requests and advice, its similarity to man, his personal performance and appearance, and his profession, (b) by factors related to the kind of the service, the type of chatbot host, the security and privacy guaranteed by the chatbot, as well as general views of danger associated with the request's subject. The content considers artificial intelligence as the area of computer science upon which computer systems, robotics, and customer support systems are built, the general perception of intelligence and how it is categorized. Further on the content continues with the explanation of the idea of chatbots and studies in the sector of customer service, the difficulties, and benefits of using these systems, and also presents an example where a chatbot system was used in the area of customer support.