ARTIFICIAL INTELLIGENCE BASED CHATBOT FOR KCELL SUPERAPP

Abstract

It is important to highlight the significance of customer relationships for telecommunication companies like Kcell. Hence, by providing customers with quick and efficient channels to communicate and receive support, Kcell can improve customer satisfaction and ultimately contribute to customer retention rate. This project serves as a practical example of how state-of-the-art technologies, such as machine learning algorithms and chatbots, can be implemented to optimize and improve customer service in the telecommunication industry. In detail, the project is about the full development process of a chatbot using a machine learning algorithm. The main purpose of the chatbot is to assist clients of Kcell JSC with their questions related to the use of telecommunication services and operations in a prompt manner. The frontend of the chatbot is deployed on the Telegram platform and integrates to all platforms as Web, Android, and iOS. The backend of the chatbot with an algorithm that uses machine learning is deployed on Amazon Web Services EC2. The project includes the backend with the design and implementation of a PostgreSQL database in Amazon Web Services relational database service to store and manage the chatbot's backend data as well as user feedback about the chatbot and chat logs. A machine learning model is trained on a dataset obtained from a survey specifically designed for cellular operator users and from artificially generated ones. Under-the-hood algorithm aims to provide an efficient and user-friendly solution for telecommunication mobile questions, inquiries, and issues as in Frequently Asked Questions (FAQ), ultimately improving the user experience and increasing customer satisfaction due to the speed and accuracy of answers. Future work of the project includes integration of chatbot functionality inside the Kcell mobile application, expanding the dataset for machine learning algorithms to achieve better training and testing in order to incorporate additional features and functionalities to enhance the chatbot's capabilities.