Answer candidates linking support system for automation of operation of example-based chatbot

Abstract

In recent years, more and more companies are introducing chatbots in the field of customer support, but there is a problem that the maintenance of chatbots requires a lot of manpower. We propose a system to streamline the redesign of response candidates, which is one of the most time-consuming maintenance tasks. The redesign of answer candidates can be done in two ways: by tying them to existing answers, or by creating new answers. For the former, we proposed an automatic linking method based on the continuity of speech, and for the latter, we proposed a method for extracting new inquiries by using clauses. We evaluated these methods by applying them to the logs of chatbots used in actual customer support and were able to show the effectiveness of the methods in multiple domains.