Generating and Analyzing Chatbot Responses using Natural Language Processing

Abstract

Customer support has become one of the most important communication tools used by companies to provide before and after-sale services to customers. This includes communicating through websites, phones, and social media platforms such as Twitter. The connection becomes much faster and easier with the support of today's technologies. In the field of customer service, companies use virtual agents (Chatbot) to provide customer assistance through desktop interfaces. In this research, the main focus will be on the automatic generation of conversation “Chat” between a computer and a human by developing an interactive artificial intelligent agent through the use of natural language processing and deep learning techniques such as Long Short-Term Memory, Gated Recurrent Units and Convolution Neural Network to predict a suitable and automatic response to customers’ queries. Based on the nature of this project, we need to apply sequence-to-sequence learning, which means mapping a sequence of words representing the query to another sequence of words representing the response. Moreover, computational techniques for learning, understanding, and producing human language content are needed. In order to achieve this goal, this paper discusses efforts towards data preparation. Then, explain the model design, generate responses, and apply evaluation metrics such as Bilingual Evaluation Understudy and cosine similarity. The experimental results on the three models are very promising, especially with Long Short-Term Memory and Gated Recurrent Units. They are useful in responses to emotional queries and can provide general, meaningful responses suitable for customer query. LSTM has been chosen to be the final model because it gets the best results in all evaluation metrics.