A Bidirectional LSTM Model for Classifying Chatbot Messages

Online channels, e.g., Facebook Messenger and Line, are widely used especially in COVID-19 pandemic. To quickly respond to their customer, chatbot system are implemented in many companies or organizations, connected to those channels. The Office of Registrar, Thammasat University also implements a chatbot to answer questions from students. An important step in the chatbot system is to know an intention of a question message. A bidirectional LSTM model is employed to classify a question message from the chatbot system into five intention classes. The experimental results shows that the obtained model yields an accuracy of 0.80 on our validation dataset.