Critical analysis of conversational agent technology for intelligent customer support and proposition of a new solution

Abstract

This paper proposes and describes an application of modern, Loebner’s Prize-winning conversational agent technologies in the context of intelligent aid for customer service. The paper defines the requirements, design philosophy and main algorithm for a system that would be able to improve customer service efficiency and functionality using innovative artificial intelligence methods, which can be seen as an increasingly common demand in various branches of business. Emerging problems of interface, knowledge engineering and natural language processing nature are discussed along with proposals of technologies suitable for resolving said issues.