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Social Media Cloud Contact Center Using Chatbots

  • George SuciuEmail author
  • Adrian Pasat
  • Teodora Ușurelu
  • Eduard-Cristian Popovici
Conference paper
Part of the Lecture Notes of the Institute for Computer Sciences, Social Informatics and Telecommunications Engineering book series (LNICST, volume 283)

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 

Notes

Acknowledgments

This work was supported by a grant of the Ministry of Innovation and Research, UEFISCDI, project number 5 Sol/2017 ToR-SIM within PNCDI III and partially funded by UEFISCDI Romania under grants Speech2Process and SoMeDi projects, and by European Union’s Horizon 2020 research and innovation program under grant agreement No. 643963 (SWITCH project).

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Copyright information

© ICST Institute for Computer Sciences, Social Informatics and Telecommunications Engineering 2019

Authors and Affiliations

  • George Suciu
    • 1
    • 2
    Email author
  • Adrian Pasat
    • 1
  • Teodora Ușurelu
    • 1
  • Eduard-Cristian Popovici
    • 2
  1. 1.Research & Development DepartmentBeia Consult InternationalBucharestRomania
  2. 2.ETTI FacultyUniversity POLITEHNICA of BucharestBucharestRomania

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