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Paper Abstract and Keywords
Presentation 2023-03-17 10:10
Enhancement of Dialogue in Chatbots to Support Helpdesk Operations
Tomoaki Maruyama (Osaka City Univ.), Manato Fujimoto, Shingo Ata (Osaka Metropolitan Univ.) ICM2022-53
Abstract (in Japanese) (See Japanese page) 
(in English) Chatbots have been attracting attention in recent years as a means of providing answers to customers' questions in an interactive format using natural language.
However, existing chatbots are complicated and require the user to choose from among multiple possible answers, making them dependent on the user's knowledge and thinking ability.
In this paper, we propose a chatbot algorithm that can provide a single answer to the first question, by using a combination of text matching with TF-IDF and cosine similarity, and Closed Questioning. Evaluation results show that our proposed method can reach correct answers for about 77.14% of questions and less than six conversations in average.
Keyword (in Japanese) (See Japanese page) 
(in English) Chatbot / Natural Language Processing / Dialogue System / Helpdesk / Closed Questions / / /  
Reference Info. IEICE Tech. Rep., vol. 122, no. 442, ICM2022-53, pp. 49-54, March 2023.
Paper # ICM2022-53 
Date of Issue 2023-03-09 (ICM) 
ISSN Online edition: ISSN 2432-6380
Copyright
and
reproduction		 All rights are reserved and no part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording, or any information storage and retrieval system, without permission in writing from the publisher. Notwithstanding, instructors are permitted to photocopy isolated articles for noncommercial classroom use without fee. (License No.: 10GA0019/12GB0052/13GB0056/17GB0034/18GB0034)
Download PDF ICM2022-53

Conference Information
Committee ICM  
Conference Date 2023-03-16 - 2023-03-17 
Place (in Japanese) (See Japanese page) 
Place (in English) Okinawa Prefectural Museum and Art Museum 
Topics (in Japanese) (See Japanese page) 
Topics (in English)  
Paper Information
Registration To ICM 
Conference Code 2023-03-ICM 
Language Japanese 
Title (in Japanese) (See Japanese page) 
Sub Title (in Japanese) (See Japanese page) 
Title (in English) Enhancement of Dialogue in Chatbots to Support Helpdesk Operations 
Sub Title (in English)  
Keyword(1) Chatbot  
Keyword(2) Natural Language Processing  
Keyword(3) Dialogue System  
Keyword(4) Helpdesk  
Keyword(5) Closed Questions  
Keyword(6)  
Keyword(7)  
Keyword(8)  
1st Author's Name Tomoaki Maruyama  
1st Author's Affiliation Osaka City University (Osaka City Univ.)
2nd Author's Name Manato Fujimoto  
2nd Author's Affiliation Osaka Metropolitan University (Osaka Metropolitan Univ.)
3rd Author's Name Shingo Ata  
3rd Author's Affiliation Osaka Metropolitan University (Osaka Metropolitan Univ.)
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Speaker Author-1 
Date Time 2023-03-17 10:10:00 
Presentation Time 20 minutes 
Registration for ICM 
Paper # ICM2022-53 
Volume (vol) vol.122 
Number (no) no.442 
Page pp.49-54 
#Pages 6 
Date of Issue 2023-03-09 (ICM) 

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