Automated Customer Service with an Intelligent Chatbot Using RASA Framework

Kiew, Wai Chuen (2021) Automated Customer Service with an Intelligent Chatbot Using RASA Framework. Final Year Project (Bachelor), Tunku Abdul Rahman University College.

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Abstract

This project aimed to develop an intelligent chatbot to automate the customer service or support for the private limited company, Lipidware, also known as REMDII. Rasa framework, an open source Conversational AI framework that provides a set of tools to build a complete chatbot will be used to develop the chatbot. The datasets (actual user interactions) provided by REMDII will be trained using Natural Language Understanding. Also, it will be used to perform intent classification and entity extraction by using one of the tools, Rasa NLU. Furthermore, the tool Rasa Core will train the intelligent chatbot on example conversations or scenarios to decide what to do next using a machine learning model. This will provide a better and faster assistance to customers with 24/7 availability. Thus, achieve customer satisfactions. Additionally, it reduces the time, workload, manpower, and also effort to handle their increasing customers. Most essentially, to help them to reach and engage customer that are suffering from skin disorder. Evolutionary prototype model was served as the methodology for the entire system development.