SmartChat: An AI-Powered Complaint Management System
Year: 2025
Type: article
Abstract: The swift evolution of artificial intelligence (AI) has revolutionized customer service systems, especiallywith the incorporation of AI-based chatbots in complaint management systems. In this paper, the creation andrefinement of a complaint management system based on an AI-based chatbot are discussed with a view toenhancing user experience, minimizing time for resolution, and increasing operational efficiency. Through naturallanguage processing (NLP) and machine learning algorithms, the chatbot is programmed to interpret usercomplaints, categorize grievances, send real-time updates, and escalate issues when required. The systempresented seeks to mitigate typical drawbacks of conventional complaint handling, including waiting periods,human errors, and limited scalability. One of the important aspects of the system is its capability to process usersentiment so that sensitive or urgent complaints are processed on priority. The paper also introduces a modularsystem architecture involving authentication, query understanding, feedback collection, and reporting modules,among others. Test cases and evaluation criteria are detailed to verify the performance, accuracy, and reliabilityof the chatbot. The paper ends on a note of optimism that the system has the capacity to revolutionize complainthandling practices in different industries, providing a future-proof solution that evolves with changing userrequirements and organizational needs.
Authors: Mr.Kiran Kuma, Harsh Kumar Nigam, Harsh Gupta, Kritagya Mishra
Language: English
Topic: AI in Service Interactions
Subfield: Artificial Intelligence
Field: Computer Science
Domain: Physical Sciences
Open Access status: green
OpenAlex ID: W6912009042
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