View Proposal
-
Proposer
-
Santiago Chumbe
-
Title
-
Integrating sentiment analysis into e-commerce systems to reduce customer frustration with chatbots
-
Goal
-
Using AI, NLP and sentiment analysis techniques to improve customer-chatbot interaction in e-commerce
-
Description
- Chatbots are bringing innovation to e-commerce communication with customers. E-commerce companies have been adopting chatbots to provide personalised consumer assistance, particularly chatbot based on Artificial Intelligence. However, everyone knows that no matter how well a chatbot has been trained and developed, there will always be cases where human intervention will be necessary to resolve customer queries. This raises the question of how to identify the moment when the customer is becoming tired or frustrated by the answers given by the chatbot, so it is the right time to resort to human intervention.
- Resources
-
-
Background
-
-
Url
-
-
Difficulty Level
-
Variable
-
Ethical Approval
-
InterfaceOnly
-
Number Of Students
-
1
-
Supervisor
-
Santiago Chumbe
-
Keywords
-
artificial intelligence, nlp, sentiment analysis, e-commerce, customer experience
-
Degrees
-
Master of Science in Information Technology (Business)
Master of Science in Information Technology (Software Systems)