Abstract
In modern days customer service has become fundamental part in companies. The offer of customer services has been applied to many international companies, unfortunately domestic companies in Latin America lack the implementation of these services especially those companies that offer basic services. Most of these companies offer hotlines, and websites but these options may seem like time consuming and frustrating for customers to interact to. For this reason, we propose an innovative architecture to implement Spanish chatbots in companies that offer basic services. Modern international companies already offer constructed chatbots, but unfortunately these chatbots tend to be constructed with English language. This architecture aims to increase the accuracy in which it responds to a client’s doubts, saving them time and avoiding causing them frustration. In the case of this research, we have used a Latin American electric company that offers basic services, in this case there is no such dataset constructed in Spanish for these companies and for this reason we constructed our own dataset using the company’s website information. We compared the results of the model based on a rnn transformer architecture and seq2seq. As a result of this research, the proposed method achieves an accuracy of 91.57% and a loss of 1.76% with the transformer model. As a future research we suggest the implementation of special characters such as emojis and the increase of dataset to analyze the behavior and accuracy of these models.
Original language | English |
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Title of host publication | Information Technology and Systems - ICITS 2024 |
Editors | Alvaro Rocha, Jorge Hochstetter Diez, Carlos Ferras, Mauricio Dieguez Rebolledo |
Publisher | Springer Science and Business Media Deutschland GmbH |
Pages | 119-128 |
Number of pages | 10 |
ISBN (Print) | 9783031542558 |
DOIs | |
State | Published - 2024 |
Event | International Conference on Information Technology and Systems, ICITS 2024 - Temuco, Chile Duration: 24 Jan 2024 → 26 Jan 2024 |
Publication series
Name | Lecture Notes in Networks and Systems |
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Volume | 933 LNNS |
ISSN (Print) | 2367-3370 |
ISSN (Electronic) | 2367-3389 |
Conference
Conference | International Conference on Information Technology and Systems, ICITS 2024 |
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Country/Territory | Chile |
City | Temuco |
Period | 24/01/24 → 26/01/24 |
Bibliographical note
Publisher Copyright:© The Author(s), under exclusive license to Springer Nature Switzerland AG 2024.
Keywords
- Chatbot
- Electric Company
- Human Resources
- Machine Learning
- Natural Language Processing
- Recurrent Neural Network
- Sequence to Sequence
- Transformer