Automated Customer Support System (Chatbot) to Enhance Web-based Financial Application Services using Artificial Intelligence

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dc.contributor.authorRoqib Akintunde AKINYEMI
dc.date.accessioned2024-06-11T12:18:51Z
dc.date.available2024-06-11T12:18:51Z
dc.date.issued2023-12
dc.description.abstractCustomer support is perhaps one of the main aspects of the user experience for online services. However, with the rise of natural language processing techniques, the industry is looking at automated chatbot solutions to provide quality services to an ever-growing user base. In view of this, the chatbot was developed using Artificial Intelligence Markup Language (AIML) java interpreter library Program AB (an experimental platform for the development of new features and serves as the reference implementation) which helps match input and output predefined in the AIML file. AIML was used to preprocess and train the bot using ready-made AIML file for Frequently Asked Questions. Also, vaadin was used to build a web user interface to interact with the trained AIML bot. Finally, a google script was written to translate from any language to English for the bot to understand and send the response in the preferred language of the user. Findings showed that the response time of the bot is dependent of the network, as the design gave a score of 70%, 80%, and 90% for load testing, stability, reliability testing and usability testing, respectively. Also, the bot is compatible with different operating systems, both for forward compatibility and backward compatibility having a score of 95%. The bot was able to answer customer questions, enquiries and complaints and the response time of the bot depends on the strength of the network since it is web based. Hence, the system provided a simple, cheaper, and durable customer financial and payment application service. It is therefore recommended that any company incorporating a chatbot should make sure that the chatbot is highly secure due to attacks and routine queries. It should also be standardised to deliver a high level of performance since chatbots will not be able to solve all queries. Keywords: Chatbot, Customer Support, Google Script, Online Service, Testing Word Count: 298 Words
dc.identifier.otherM.Sc
dc.identifier.urihttps://repository.lcu.edu.ng/handle/123456789/510
dc.language.isoen
dc.publisherLead City University
dc.relation.ispartofseriesM.Sc
dc.subjectChatbot
dc.subjectCustomer Support
dc.subjectGoogle Script
dc.subjectOnline Service
dc.subjectTesting
dc.titleAutomated Customer Support System (Chatbot) to Enhance Web-based Financial Application Services using Artificial Intelligence
dc.typeThesis

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