Implementation of a conversational agent for customer support

Abstract

The aim of this Master's Dissertation is to implement an AI-based framework that currently is used today by many retail companies. This framework which incorporates conversational agents, includes an interaction between a human and a machine. Conversational Agents aim not only to provide a smoother and faster customer service for a commercial enterprise but also to increase enterprise’s business performance. At this Master’s Dissertation, the technical features that are common characteristics to most agents are examined together with the explanation of the process which agents are based in order to respond to simple questions. The implementation of the agent has been performed via the open source software Rasa.