An intelligent knowledge-based chatbot for customer service
作者：
Highlights：
• An intelligent knowledge-based conversational agent system architecture for customer services.
• A prototype system is built in a real-world setting.
• Case analysis in a leading women’s intimate apparel manufacturing firm.
• System prototype evaluation are satisfactory and support the contention that the system is effective.
摘要
•An intelligent knowledge-based conversational agent system architecture for customer services.•A prototype system is built in a real-world setting.•Case analysis in a leading women’s intimate apparel manufacturing firm.•System prototype evaluation are satisfactory and support the contention that the system is effective.
论文关键词：Conversational agent,Chatbot,Knowledge-based system,System design,Case analysis
论文评审过程：Received 21 April 2021, Revised 3 September 2021, Accepted 3 October 2021, Available online 8 October 2021, Version of Record 24 November 2021.
论文官网地址：https://doi.org/10.1016/j.elerap.2021.101098
