A survey on providing customer and public administration based services using AI: chatbot

被引:0
作者
Krishna Kumar Nirala
Nikhil Kumar Singh
Vinay Shivshanker Purani
机构
[1] Gujarat Technological University,
[2] Government Engineering College,undefined
[3] Government Engineering College,undefined
来源
Multimedia Tools and Applications | 2022年 / 81卷
关键词
Chatbot; Artificial Intelligence (AI); Natural Language Processing (NLP); Public administration; Neural network; Deep learning; Natural Language Understanding (NLU);
D O I
暂无
中图分类号
学科分类号
摘要
A chatbot is emerged as an effective tool to address the user queries in automated, most appropriate and accurate way. Depending upon the complexity of the subject domain, researchers are employing variety of soft-computing techniques to make the chatbot user-friendly. It is observed that chatbots have flooded the globe with wide range of services including ordering foods, suggesting products, advising for insurance policies, providing customer support, giving financial assistance, schedule meetings etc. However, public administration based services wherein chatbot intervention influence the most, is not explored yet. This paper discuses about artificial intelligence based chatbots including their applications, challenges, architecture and models. It also talks about evolution of chatbots starting from Turing Test and Rule-based chatbots to advanced Artificial Intelligence based Chatbots (AI-Chatbots). AI-Chatbots are providing much kind of services, which this paper outlines into two main aspects including customer based services and public administration based services. The purpose of this survey is to understand and explore the possibility of customer & public administration services based chatbot. The survey demonstrates that there exist an immense potential in the AI assisted chatbot system for providing customer services and providing better governance in public administration services.
引用
收藏
页码:22215 / 22246
页数:31
相关论文
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