A Context-Aware Chatbot for Customer Assistance Services

Abstract

Today, in the face of increased competition between organizations, staying responsive and ready to address customer issues allows organizations to satisfy their customers, and participating in processes aimed at enhancing productivity. Universities and higher education institutions are organizations that provide educational services for students. These institutions witness a large number of students in higher education. Consequently, the vice-Dean in charge of studies and student affairs respond to various inquiries from the students. In addition, students’ inquiries depend on their context, however the lack of these elements of the latter may exhibit discrepancies in terms of the student intent identification. To fully unlock the vice-Dean, we propose a Chatbot that provide more accurate and contextually relevant responses to students’ queries. Our Chatbot is based rules with a context-aware that bridge the models of the user profile, context, and student inquiry to answer students’ intents efficiently. The maturity of students’ manifest and inquiries about their courses, and academic-related materials motivates us to go further, capitalize, and gather the most common questions (with their responses), we leveraged the ideas of a rule-based Chatbot, and we make it contextually aware to respond correctly. Tool support for the whole process is provided.