Towards Automated Customer Support

• Published in: Artificial Intelligence: Methodology, Systems, and Applications Vol. 11089; pp. 48 - 59
• Main Authors: Hardalov, Momchil, Koychev, Ivan, Nakov, Preslav
• Format: Book Chapter
• Language: English
• Published: Switzerland Springer International Publishing AG 2018; Springer International Publishing
• Series: Lecture Notes in Computer Science
• Subjects: Chatbots; Conversational agents; Customer support; seq2seq; Transformer
• ISBN: 9783319993430; 3319993437
• ISSN: 0302-9743; 1611-3349
• DOI: 10.1007/978-3-319-99344-7_5

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.