Publicação
Chatbot for digital marketing and customer support: an artificial intelligence approach
| Resumo: | Human interaction with machines has never been so frequent as nowadays. In order to reduce the redundant workload of a human being that answers repeated and trivial questions regarding customer support on a digital marketing website, this work has the purpose of replacing this tedious job with an informatics tool, a dialogue tool. A dialogue tool like a Chatbot that could handle customer support to a digital marketing website, provides the opportunity of placing human resources on ”non mechanical tasks”. Given that Chatbots exchange messages directly with customers, they could collect required protocol information in all the interactions. In spite of the possibility of needing human assistance, he will not need to ask these standard questions and will improve its efficiency. By automating these required dialogues to answer questions about certain products, that would otherwise be responded by a human, the organizations will have the opportunity to place human resources in another sectors that are not so easily automated. |
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| Autores principais: | Vaz, Humberto João Alves |
| Assunto: | Chatbot Artificial intelligence Machine learning |
| Ano: | 2019 |
| País: | Portugal |
| Tipo de documento: | dissertação de mestrado |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Universidade do Minho |
| Idioma: | inglês |
| Origem: | RepositóriUM - Universidade do Minho |
| Resumo: | Human interaction with machines has never been so frequent as nowadays. In order to reduce the redundant workload of a human being that answers repeated and trivial questions regarding customer support on a digital marketing website, this work has the purpose of replacing this tedious job with an informatics tool, a dialogue tool. A dialogue tool like a Chatbot that could handle customer support to a digital marketing website, provides the opportunity of placing human resources on ”non mechanical tasks”. Given that Chatbots exchange messages directly with customers, they could collect required protocol information in all the interactions. In spite of the possibility of needing human assistance, he will not need to ask these standard questions and will improve its efficiency. By automating these required dialogues to answer questions about certain products, that would otherwise be responded by a human, the organizations will have the opportunity to place human resources in another sectors that are not so easily automated. |
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