Towards Automated Customer Support

Abstract

Recent years have seen growing interest in conversational agents, such as chatbots, which are a very good fit for automated customer support because the domain in which they need to operate is narrow. This interest was in part inspired by recent advances in neural machine translation, esp. the rise of sequence-to-sequence (seq2seq) and attention-based models such as the Transformer, which have been applied to various other tasks and have opened new research directions in question answering, chatbots, and conversational systems. Still, in many cases, it might be feasible and even preferable to use simple information retrieval techniques. Thus, here we compare three different models: (i) a retrieval model, (ii) a sequence-to-sequence model with attention, and (iii) Transformer. Our experiments with the Twitter Customer Support Dataset, which contains over two million posts from customer support services of twenty major brands, show that the seq2seq model outperforms the other two in terms of semantics and word overlap.

Publication
In Proceedings of the 18th International Conference on Artificial Intelligence: Methodology, Systems, and Applications
Momchil Hardalov
Momchil Hardalov
Applied Scientist

My research interests include natural langauge processing, few-shot, semi-supervised and multilingual learning. I have a strong software engineering background as a Software and Machine Learning Engineer.

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