소상공인들의 고객 문의 데이터를 활용한 문의응대 챗봇의 개발 및 도입

• 영문명: Development of Chatbot Using Q&A Data of SME(Small and Medium Enterprise)
• 발행기관: 한국IT서비스학회
• 저자명: 신민철(Min chul Shin) 김성근(Sung guen Kim) 이 철(Cheul Rhee)
• 간행물 정보: 『한국IT서비스학회지』한국IT서비스학회지 제17권 제3호, 17~36쪽, 전체 20쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2018.09.30

영문 초록

In this study, we developed a chatbot (Dialogue agent) using small Q & A data and evaluated its performance. The chatbot developed in this study was developed in the form of an FAQ chatbot that responds promptly to customer inquiries. The development of chatbot was conducted in three stages : 1. Analysis and planning, 2. Content creation, 3. API and messenger interworking. During the analysis and planning phase, we gathered and analyzed the question data of the customers and extracted the topics and details of the customers questions. In the content creation stage, we created scenarios for each topic and sub-items, and then filled out specific answers in consultation with business owners. API and messenger interworking is KakaoTalk. The performance of the chatbot was measured by the quantitative indicators such as the accuracy that the chatbot grasped the inquiry of the customer and correctly answered, and then the questionnaire survey was conducted on the chatbot users. As a result of the survey, it was found that the chatbot not only provided useful information to the users but positively influenced the image of the pension. This study shows that it is possible to develop chatbots by using easily obtainable data and commercial API regardless of the size of business. It also implies that we have verified the validity of the development process by verifying the performance of developed chatbots as well as an explicit process of developing FAQ chatbots.

목차

1. 서 론

2. 이론적 배경

3. 챗봇 개발 과정 및 결과물

4. 챗봇의 성능평가

5. 결과 및 의의

6. 토의 및 한계점

References

키워드

Chatbot Text Mining Artifical Intelligence Dialog Agent