Enhancing E-Business Communication with a Hybrid Rule-Based and Extractive-Based Chatbot

IF 5.1 3区管理学 Q1 BUSINESS

Journal of Theoretical and Applied Electronic Commerce Research Pub Date : 2024-08-01 DOI:10.3390/jtaer19030097

Onur Dogan, Omer Faruk Gurcan

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引用次数: 0

Abstract

E-businesses often face challenges related to customer service and communication, leading to increased dissatisfaction among customers and potential damage to the brand. To address these challenges, data-driven and AI-based approaches have emerged, including predictive analytics for optimizing customer interactions and chatbots powered by AI and NLP technologies. This study focuses on developing a hybrid rule-based and extractive-based chatbot for e-business, which can handle both routine and complex inquiries, ensuring quick and accurate responses to improve communication problems. The rule-based QA method used in the chatbot demonstrated high precision and accuracy in providing answers to user queries. The rule-based approach achieved impressive 98% accuracy and 97% precision rates among 1684 queries. The extractive-based approach received positive feedback, with 91% of users rating it as “good” or “excellent” and an average user satisfaction score of 4.38. General user satisfaction was notably high, with an average Likert score of 4.29, and 54% of participants gave the highest score of 5. Communication time was significantly improved, as the chatbot reduced average response times to 41 s, compared to the previous 20-min average for inquiries.

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利用基于规则和提取的混合聊天机器人加强电子商务交流

电子商务企业经常面临与客户服务和沟通有关的挑战，导致客户不满情绪增加，并可能对品牌造成损害。为了应对这些挑战，出现了数据驱动和基于人工智能的方法，包括用于优化客户互动的预测分析以及由人工智能和 NLP 技术驱动的聊天机器人。本研究的重点是开发一种基于规则和提取的混合型电子商务聊天机器人，它既能处理常规咨询，也能处理复杂咨询，确保快速准确地回复，改善沟通问题。聊天机器人中使用的基于规则的质量保证方法在回答用户询问时表现出很高的精确度和准确性。在 1684 次查询中，基于规则的方法达到了令人印象深刻的 98% 准确率和 97% 精确率。基于提取的方法获得了积极的反馈，91% 的用户将其评为 "良好 "或 "优秀"，平均用户满意度为 4.38 分。用户的总体满意度也很高，李克特平均得分为 4.29 分，54% 的参与者给出了 5 分的最高分。沟通时间得到了明显改善，聊天机器人的平均回复时间缩短至 41 秒，而以前的平均咨询时间为 20 分钟。

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来源期刊

Journal of Theoretical and Applied Electronic Commerce Research BUSINESS-

CiteScore

9.50

自引率

3.60%

发文量

期刊介绍： The Journal of Theoretical and Applied Electronic Commerce Research (JTAER) has been created to allow researchers, academicians and other professionals an agile and flexible channel of communication in which to share and debate new ideas and emerging technologies concerned with this rapidly evolving field. Business practices, social, cultural and legal concerns, personal privacy and security, communications technologies, mobile connectivity are among the important elements of electronic commerce and are becoming ever more relevant in everyday life. JTAER will assist in extending and improving the use of electronic commerce for the benefit of our society.