Conversational AI and NLP: How Chatbots Are Transforming the Customer Service Landscap

Abstract

With the increasing popularity of Conversational AI and Natural Language Processing (NLP),

customer service has taken a rather remarkable turn, and chatbots are the main solution to

provide the best customer service and streamline operations. This paper describes the use of

Conversational AI in the customer service sector, focusing on the history of the phenomenon,

its obstacles, and effects of chatbots integration. The extensive use of automation in the

customer relations movements necessitates the necessity to comprehend the role of such

technologies in enhancing the services delivery and customer satisfaction. Existing research papers have concentrated on the technical parts of AI and NLP (Smith et al., 2018), but the actual effect on customer experiences is not so well-researched. This paper takes advantage of machine learning concepts such as RNNs and transformers to reverse engineer the

performance of chatbots as well as determine significant success factors. The results indicate the possibility of AI-based customer support to lower operational expenses, increase response rates, and offer support on a bespoke level. But there are still certain issues like language comprehension and user confidence. The study will be of interest to the literature on the Conversational AI field and will provide information about the upcoming capabilities of chatbots in customer support. 

Key Words:Chatsbot, Conversational AI , Language Processing, Customer Support, Automation, Machine Learning,INESLT .