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Title: Automated Customer Care Service System for Finance Companies
Authors: Warnapura, A.K
Rajapaksha, D.S
Ranawaka, H.P.
Fernando, P.S.S.J
Kasthuriarachchi, K.T.S
Wijendra, D.
Keywords: Natural Language Processing
Artificial Intelligence
Explicit Semantic Analysis
Sentiment Analysis
Automatic Speech Recognition
Spoken Language Understanding
Issue Date: Dec-2014
Publisher: SLIIT
Series/Report no.: NCTM 2014;08
Abstract: In general, to obtain information about a product one should visit the company or contact the company via a phone call or some sort of a communication type, for example E-mail. Even so under normal circumstances the customer will receive the necessary information sent by a human being. There can be many disadvantages in this method. At the onset if a particular customer gives a phone call to the company the customer will have to wait for a considerable time. This is obvious because due to lack of human resources and phone lines there may be a question of customers waiting to get connected to the company line. On the other hand if a customer sends an email, the reply for the email will take time because the particular email should be perused by another human being at company in order to reply. These are few disadvantages apart from human errors that can happen. Ultimately as a result of above detrimental facts a faithful customer could get unsatisfied and lose confidence on a particular company. However, in the system that we are going to introduce, a particular customer can get any type of information in real time by the Aid of the Artificial Intelligence in the form of text/voice or E-mails. The advantages over the other method are that the customers will not have to wait for a reply, there are no space for human error and more importantly the company can use their human resources in other activities while the system takes care of the Customer care unit at least partially. Further, this system will be help to people who needs the immediate customer care assistance and will be able to get help by their own without involved human agent in another party for their assistance
Appears in Collections:NCTM - SLIIT 2014 -DECEMBER

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