Social Media Cloud Contact Center Using Chatbots

George Suciu; Adrian Pasat; Teodora Ușurelu; Eduard-Cristian Popovici

Future Access Enablers for Ubiquitous and Intelligent Infrastructures. 4th EAI International Conference, FABULOUS 2019, Sofia, Bulgaria, March 28-29, 2019, Proceedings

Research Article

Social Media Cloud Contact Center Using Chatbots

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@INPROCEEDINGS{10.1007/978-3-030-23976-3_39,
    author={George Suciu and Adrian Pasat and Teodora Ușurelu and Eduard-Cristian Popovici},
    title={Social Media Cloud Contact Center Using Chatbots},
    proceedings={Future Access Enablers for Ubiquitous and Intelligent Infrastructures. 4th EAI International Conference, FABULOUS 2019, Sofia, Bulgaria, March 28-29, 2019, Proceedings},
    proceedings_a={FABULOUS},
    year={2019},
    month={9},
    keywords={Chatbot Artificial intelligence DII NLP Machine learning},
    doi={10.1007/978-3-030-23976-3_39}
}

George Suciu
Adrian Pasat
Teodora Ușurelu
Eduard-Cristian Popovici
Year: 2019
Social Media Cloud Contact Center Using Chatbots
FABULOUS
Springer
DOI: 10.1007/978-3-030-23976-3_39

George Suciu^,*, Adrian Pasat¹^,*, Teodora Ușurelu¹^,*, Eduard-Cristian Popovici²^,*

1: Beia Consult International
2: University POLITEHNICA of Bucharest

*Contact email: george@beia.ro, adrian.pasat@beia.ro, teodora.usurelu@beia.ro, eduard.popovici@upb.ro

Abstract

The latest technologies advancement in NLP (Natural Language Processing) solution allows developing innovative tools that enrich customer experience with products and services. Contact Center environments gradually adopted real-time analytics solutions, and latest research is focusing on how to integrate social media channels. Based on the work made in SoMeDi and Speech2Processes projects, we propose an innovative chatbot platform that integrates data mining and sentiment analysis technologies. The aim is to offer insight into customer preferences by using DII (Digital Interaction Intelligence) and assist in mitigating several know issues in Contact Center environments.

Keywords: Chatbot Artificial intelligence DII NLP Machine learning

Published: 2019-09-17
Appears in: SpringerLink

: http://dx.doi.org/10.1007/978-3-030-23976-3_39