1 Computer Science Department, Federal Polytechnic Oko, Anambra State, Nigeria.
2 Computer Science Department, David Umahi Federal University of Health Sciences, Uburu, Ebonyi State, Nigeria.
3 International Institute for Machine Learning, Robotics and Artificial Intelligence, Uburu, Ebonyi State, Nigeria.
Research Article
World Journal of Advanced Research and Reviews, 2024, 23(02), 181-191
Received on 20 June 2024; revised on 28 July 2024; accepted on 31 July 2024
The implementation of machine learning powered intelligent chatbots have greatly enhanced customer service and user experience in various industries. With the advancements in artificial intelligence and natural language processing, chatbots have become an essential tool for businesses to effectively communicate with their customers. Machine learning algorithms enable chatbots to analyze customer queries and provide accurate responses, mimicking human conversation. This has led to an increase in customer satisfaction as chatbots can handle large volumes of inquiries and resolve them efficiently. Moreover, chatbots are available 24/7, providing round-the-clock service to customers. Implementing chatbots in businesses has also resulted in cost savings as they reduce the need for human customer service representatives. This has allowed companies to allocate their resources to other areas of their business, ultimately leading to increased productivity. In addition to improved customer service, intelligent chatbots also enhance user experience. By continuously learning from user interactions, chatbots can personalize responses and provide relevant information, making the customer experience more seamless and efficient. Furthermore, chatbots can be integrated into various platforms such as websites, social media, and messaging applications, making them easily accessible to users. This has also led to an increase in user engagement and retention rates. The potential challenges and limitations of this technology was also discussed and recommendations provided for future research in this field. Overall, the development and implementation of machine learning powered intelligent chatbots have greatly enhanced customer service and user experience, making it a valuable tool for businesses in today's digital age.
Artificial Intelligence; Machine Learning; Chatbot; Natural Language Processing; Customer service
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CHIDIOGO C. NWOKEDI and CHIDINMA A. NWAFOR. Enhancing customer service and user experience through the use of machine learning powered intelligent chatbots. World Journal of Advanced Research and Reviews, 2024, 23(2), 181-191. Article DOI: https://doi.org/10.30574/wjarr.2024.23.2.2307