Customer service chatbot enhancement with attention-based transfer learning

Bird, JJ ORCID: https://orcid.org/0000-0002-9858-1231 and Lotfi, A ORCID: https://orcid.org/0000-0002-5139-6565, 2024. Customer service chatbot enhancement with attention-based transfer learning. Knowledge-Based Systems, 301: 112293. ISSN 0950-7051

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Abstract

Customer service is an important and expensive aspect of business, often being the largest department in most companies. With growing societal acceptance and increasing cost efficiency due to mass production, service robots are beginning to cross from the industrial domain to the social domain. Currently, customer service robots tend to be digital and emulate social interactions through on-screen text, but state-of-the-art research points towards physical robots soon providing customer service in person. This article explores the feasibility of Transfer Learning different customer service domains to improve chatbot models. In our proposed approach, transfer learning-based chatbot models are initially assigned to learn one domain from an initial random weight distribution. Each model is then tasked with learning another domain by transferring knowledge from the previous domains. To evaluate our approach, a range of 19 companies from domains such as e-Commerce, telecommunications, and technology are selected through social interaction with X (formerly Twitter) customer support accounts. The results show that the majority of models are improved when transferring knowledge from at least one other domain, particularly those more data-scarce than others. General language transfer learning is observed, as well as higher-level transfer of similar domain knowledge. For each of the 19 domains, the Wilcoxon signed-rank test suggests that 16 have statistically significant distributions between transfer and non-transfer learning. Finally, feasibility is explored for the deployment of chatbot models to physical robot platforms including “Pepper”, a semi-humanoid robot manufactured by SoftBank Robotics, and “Temi”, a personal assistant robot.

Item Type:	Journal article
Publication Title:	Knowledge-Based Systems
Creators:	Bird, J.J. and Lotfi, A.
Publisher:	Elsevier BV
Date:	9 October 2024
Volume:	301
ISSN:	0950-7051
Identifiers:	Number Type 10.1016/j.knosys.2024.112293 DOI 2193515 Other
Rights:	© 2024 The Author(s). Published by Elsevier B.V. This is an open access article under the CC BY license (http://creativecommons.org/licenses/by/4.0/).
Divisions:	Schools > School of Science and Technology
Record created by:	Laura Ward
Date Added:	14 Aug 2024 09:06
Last Modified:	14 Aug 2024 09:06
URI:	https://irep.ntu.ac.uk/id/eprint/51999

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