Building Conversational Interface for Customer Support Applied to Open Campus an Open Online Course Provider

Herrera, Andre; Yaguachi, Lady; Piedra, Nelson

doi:10.1109/icalt.2019.00011

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Gunawan Et Al (20201

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Cited by 7 publications

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“…Develop a chatbot for hotel industry in Indonesia System development, experiment 85.7% of the respondents believe that using chatbot would enhance their job performance and 84.33% of the respondents believe that using the technology would be free of effort. Herrera et al (2019) Help people interact more easily Present a live customer service using a chatbot along with several services.…”

Section: Gunawan Et Al (2020mentioning

confidence: 99%

“…The conversational agents will retrieve the required information or knowledge from the KB to understand customers' queries and construct answers to the questions. From the literature, a number of chatbots are supported by KB containing FAQs and data crawled from external sources, such as webpages (Herrera et al 2019). There are also some chatbots that answer queries incorporating chat history (Griol and Molina 2016;Wang et al 2019) or user profiles and behaviors (Cha et al 2019).…”

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confidence: 99%

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