Framework for Design and Implementation of Chat Support System using Natural Language Processing

Abstract

Companies have increasingly started adopting chatbots as a customer service support system to provide more personalized service experience to customers. This technology is catching attention in the customer service context because chatbots can support multiple customers at one, have the ability to provide multi-lingual support, they are available <tex xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink">$24^*7$</tex> with no extra cost, relieves humans from repetitive task and can respond to a variety of troubleshooting queries without any latency. This research paper aims at developing a customer support chatbot called ‘Anjore’ for the Chhattisgarh State Power Distribution Company Limited. The word Anjore (pronounced as <tex xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink">$\Lambda \mathrm{n}.\mathrm{d}_3\mathrm{o}:\mathrm{r}$</tex> ) is derived from chhattisgarhi language which means ‘light’. The chatbot is developed in django web frame work and spaCy NLP library for Python has been employed to understand utterances in English language.