AI Based Call Centre Representative with Graphical Interface

Abstract

The project was about designing Artificial Intelligence (AI) based system which replaces human resource call centre in their role of providing troubleshooting and other basic customer related services related to a particular domain, and then make that AI based system online. The artificial intelligent agent which is the core asset of the system is able to chat with the user in natural language based on its preconfigured responses and after gathering information from the customer it will propose the most relevant solution. This project focused only on creation of an AI based system and demonstrate its functionality online and not creating the whole call centre system. AI conversation ability is achieved by an Artificial Intelligence Markup Language (AIML) in which responses are configured prior to agent’s conversation with the customer and the interaction between AIML and the user is a web interface. Future work can be done to enhance the agent’s ability and add an inference engine as well; that will further enable the intelligent agent to cater new problems along with the existing known problems. Such agents could also be used as online consultant which can provide solution(s) regardless of the problem domain.