A survey on providing customer and public administration based services using AI: chatbot

A chatbot is emerged as an effective tool to address the user queries in automated, most appropriate and accurate way. Depending upon the complexity of the subject domain, researchers are employing variety of soft-computing techniques to make the chatbot user-friendly. It is observed that chatbots h...

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Veröffentlicht in:	Multimedia tools and applications Jg. 81; H. 16; S. 22215 - 22246
Hauptverfasser:	Nirala, Krishna Kumar, Singh, Nikhil Kumar, Purani, Vinay Shivshanker
Format:	Journal Article
Sprache:	Englisch
Veröffentlicht:	New York Springer US 01.07.2022 Springer Nature B.V
Schlagworte:	1200: Machine Vision Theory and Applications for Cyber Physical Systems Artificial intelligence Chatbots Computation Computer Communication Networks Computer Science Customer services Data Structures and Information Theory Insurance policies Logic Multimedia Information Systems Public administration Special Purpose and Application-Based Systems Deep learning Artificial Intelligence (AI) Public administration Natural Language Understanding (NLU) Natural Language Processing (NLP) Chatbot Neural network
ISSN:	1380-7501, 1573-7721
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Abstract	A chatbot is emerged as an effective tool to address the user queries in automated, most appropriate and accurate way. Depending upon the complexity of the subject domain, researchers are employing variety of soft-computing techniques to make the chatbot user-friendly. It is observed that chatbots have flooded the globe with wide range of services including ordering foods, suggesting products, advising for insurance policies, providing customer support, giving financial assistance, schedule meetings etc. However, public administration based services wherein chatbot intervention influence the most, is not explored yet. This paper discuses about artificial intelligence based chatbots including their applications, challenges, architecture and models. It also talks about evolution of chatbots starting from Turing Test and Rule-based chatbots to advanced Artificial Intelligence based Chatbots (AI-Chatbots). AI-Chatbots are providing much kind of services, which this paper outlines into two main aspects including customer based services and public administration based services. The purpose of this survey is to understand and explore the possibility of customer & public administration services based chatbot. The survey demonstrates that there exist an immense potential in the AI assisted chatbot system for providing customer services and providing better governance in public administration services.
AbstractList	A chatbot is emerged as an effective tool to address the user queries in automated, most appropriate and accurate way. Depending upon the complexity of the subject domain, researchers are employing variety of soft-computing techniques to make the chatbot user-friendly. It is observed that chatbots have flooded the globe with wide range of services including ordering foods, suggesting products, advising for insurance policies, providing customer support, giving financial assistance, schedule meetings etc. However, public administration based services wherein chatbot intervention influence the most, is not explored yet. This paper discuses about artificial intelligence based chatbots including their applications, challenges, architecture and models. It also talks about evolution of chatbots starting from Turing Test and Rule-based chatbots to advanced Artificial Intelligence based Chatbots (AI-Chatbots). AI-Chatbots are providing much kind of services, which this paper outlines into two main aspects including customer based services and public administration based services. The purpose of this survey is to understand and explore the possibility of customer & public administration services based chatbot. The survey demonstrates that there exist an immense potential in the AI assisted chatbot system for providing customer services and providing better governance in public administration services. A chatbot is emerged as an effective tool to address the user queries in automated, most appropriate and accurate way. Depending upon the complexity of the subject domain, researchers are employing variety of soft-computing techniques to make the chatbot user-friendly. It is observed that chatbots have flooded the globe with wide range of services including ordering foods, suggesting products, advising for insurance policies, providing customer support, giving financial assistance, schedule meetings etc. However, public administration based services wherein chatbot intervention influence the most, is not explored yet. This paper discuses about artificial intelligence based chatbots including their applications, challenges, architecture and models. It also talks about evolution of chatbots starting from Turing Test and Rule-based chatbots to advanced Artificial Intelligence based Chatbots (AI-Chatbots). AI-Chatbots are providing much kind of services, which this paper outlines into two main aspects including customer based services and public administration based services. The purpose of this survey is to understand and explore the possibility of customer & public administration services based chatbot. The survey demonstrates that there exist an immense potential in the AI assisted chatbot system for providing customer services and providing better governance in public administration services.A chatbot is emerged as an effective tool to address the user queries in automated, most appropriate and accurate way. Depending upon the complexity of the subject domain, researchers are employing variety of soft-computing techniques to make the chatbot user-friendly. It is observed that chatbots have flooded the globe with wide range of services including ordering foods, suggesting products, advising for insurance policies, providing customer support, giving financial assistance, schedule meetings etc. However, public administration based services wherein chatbot intervention influence the most, is not explored yet. This paper discuses about artificial intelligence based chatbots including their applications, challenges, architecture and models. It also talks about evolution of chatbots starting from Turing Test and Rule-based chatbots to advanced Artificial Intelligence based Chatbots (AI-Chatbots). AI-Chatbots are providing much kind of services, which this paper outlines into two main aspects including customer based services and public administration based services. The purpose of this survey is to understand and explore the possibility of customer & public administration services based chatbot. The survey demonstrates that there exist an immense potential in the AI assisted chatbot system for providing customer services and providing better governance in public administration services.
Author	Nirala, Krishna Kumar Singh, Nikhil Kumar Purani, Vinay Shivshanker
Author_xml	– sequence: 1 givenname: Krishna Kumar surname: Nirala fullname: Nirala, Krishna Kumar organization: Gujarat Technological University – sequence: 2 givenname: Nikhil Kumar orcidid: 0000-0002-8668-1569 surname: Singh fullname: Singh, Nikhil Kumar email: nikhil.singh31@gmail.com organization: Government Engineering College – sequence: 3 givenname: Vinay Shivshanker surname: Purani fullname: Purani, Vinay Shivshanker organization: Government Engineering College
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ContentType	Journal Article
Copyright	The Author(s), under exclusive licence to Springer Science+Business Media, LLC, part of Springer Nature 2021 The Author(s), under exclusive licence to Springer Science+Business Media, LLC, part of Springer Nature 2021. Copyright Springer Nature B.V. Jul 2022
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Keywords	Deep learning Artificial Intelligence (AI) Public administration Natural Language Understanding (NLU) Natural Language Processing (NLP) Chatbot Neural network
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License	The Author(s), under exclusive licence to Springer Science+Business Media, LLC, part of Springer Nature 2021. This article is made available via the PMC Open Access Subset for unrestricted research re-use and secondary analysis in any form or by any means with acknowledgement of the original source. These permissions are granted for the duration of the World Health Organization (WHO) declaration of COVID-19 as a global pandemic.
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Snippet	A chatbot is emerged as an effective tool to address the user queries in automated, most appropriate and accurate way. Depending upon the complexity of the...
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SubjectTerms	1200: Machine Vision Theory and Applications for Cyber Physical Systems Artificial intelligence Chatbots Computation Computer Communication Networks Computer Science Customer services Data Structures and Information Theory Insurance policies Logic Multimedia Information Systems Public administration Special Purpose and Application-Based Systems
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Title	A survey on providing customer and public administration based services using AI: chatbot
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