Chatbot de Suporte para Plataforma de Marketing Multicanal

E-goi is an organization which provides automated multichannel marketing possibilities. Given its system’s complexity, it requires a not so smooth learning curve, which means that sometimes costumers incur upon some difficulties which directs them towards appropriate Costumer Support resources. With an increase in the number of users, these Costumer Support requests are somewhat frequent and demand an increase in availability in Costumer Support channels which become inundated with simple, easily-resolvable requests. The organization idealized the possibility of automating significant portion of costumer generated tickets with the possibility of scaling to deal with other types of operations. This thesis aims to present a long-term solution to that request with the development of a chatbot system, fully integrated with the existing enterprise modules and data sources. In order to accomplish this, prototypes using several Chatbot management and Natural Language Processing frameworks were developed. Afterwards, their advantages and disadvantages were pondered, followed by the implementation of its accompanying system and testing of developed software and Natural Language Processing results. Although the developed overarching system achieved its designed functionalities, the master’s thesis could not offer a viable solution for the problem at hand given that the available data could not provide an intent mining model usable in a real-world context.A E-goi é uma organização que disponibiliza soluções de marketing digital automatizadas e multicanal. Dada a complexidade do seu Sistema, que requer uma curva de aprendizagem não muito suave, o que significa que os seus utilizadores por vezes têm dificuldades que os levam a recorrer aos canais de Apoio ao Cliente. Com um aumento de utilizadores, estes pedidos de Apoio ao Cliente tornam-se frequentes e requerem um aumento da disponibilidade nos canais apropriados que ficam inundados de pedidos simples e de fácil resolução. A organização idealizou a possibilidade de automatizar uma porção significativa de tais pedidos, podendo escalar para outro tipo de operações. Este trabalho de mestrado visa apresentar uma proposta de solução a longo prazo para este problema. Pretende-se o desenvolvimento de um sistema de chatbots, completamente integrado com o sistema existente da empresa e variadas fontes de dados. Para este efeito, foram desenvolvidos protótipos de várias frameworks para gestão de chatbots e de Natural Language Processing, ponderadas as suas vantagens e desvantagens, implementado o sistema englobante e realizados planos de testes ao software desenvolvido e aos resultados de Natural Language Processing. Apesar do sistema desenvolvido ter cumprido as funcionalidades pelas quais foi concebido, a tese de mestrado não foi capaz de obter uma solução viável para o problema dado que com os dados disponibilizados não foi possível produzir um modelo de deteção de intenções usável num contexto real

Adversarial Training in Affective Computing and Sentiment Analysis: Recent Advances and Perspectives

Over the past few years, adversarial training has become an extremely active research topic and has been successfully applied to various Artificial Intelligence (AI) domains. As a potentially crucial technique for the development of the next generation of emotional AI systems, we herein provide a comprehensive overview of the application of adversarial training to affective computing and sentiment analysis. Various representative adversarial training algorithms are explained and discussed accordingly, aimed at tackling diverse challenges associated with emotional AI systems. Further, we highlight a range of potential future research directions. We expect that this overview will help facilitate the development of adversarial training for affective computing and sentiment analysis in both the academic and industrial communities

Chatbots with Personality Using Deep Learning

Natural Language Processing (NLP) requires the computational modelling of the complex relationships of the syntax and semantics of a language. While traditional machine learning methods are used to solve NLP problems, they cannot imitate the human ability for language comprehension. With the growth in deep learning, these complexities within NLP are easier to model, and be used to build many computer applications. A particular example of this is a chatbot, where a human user has a conversation with a computer program, that generates responses based on the user’s input. In this project, we study the methods used in building chatbots, what they lack and what can be improved

Conversational Agent: Developing a Model for Intelligent Agents with Transient Emotional States

The inclusion of human characteristics (i.e., emotions, personality) within an intelligent agent can often increase the effectiveness of information delivery and retrieval. Chat-bots offer a plethora of benefits within an eclectic range of disciplines (e.g., education, medicine, clinical and mental health). Hence, chatbots offer an effective way to observe, assess, and evaluate human communication patterns. Current research aims to develop a computational model for conversational agents with an emotional component to be applied to the army leadership training program that will allow for the examination of interpersonal skills in future research. Overall, the current research explores the application of the deep learning algorithm to the development of a generalized framework that will be based upon modeling empathetic conversation between an intelligent conversational agent (chatbot) and a human user in order to allow for higher level observation of interpersonal communication skills. Preliminary results demonstrate the promising potential of the seq2seq technique (e.g., through the use of Dialog Flow Chatbot platform) when applied to emotion-oriented conversational tasks. Both the classification and generative conversational modeling tasks demonstrate the promising potential of the current research for representing human to agent dialogue. However, this implementation may be extended by utilizing, a larger more high-quality dataset

Hallucination-minimized Data-to-answer Framework for Financial Decision-makers

Large Language Models (LLMs) have been applied to build several automation and personalized question-answering prototypes so far. However, scaling such prototypes to robust products with minimized hallucinations or fake responses still remains an open challenge, especially in niche data-table heavy domains such as financial decision making. In this work, we present a novel Langchain-based framework that transforms data tables into hierarchical textual data chunks to enable a wide variety of actionable question answering. First, the user-queries are classified by intention followed by automated retrieval of the most relevant data chunks to generate customized LLM prompts per query. Next, the custom prompts and their responses undergo multi-metric scoring to assess for hallucinations and response confidence. The proposed system is optimized with user-query intention classification, advanced prompting, data scaling capabilities and it achieves over 90% confidence scores for a variety of user-queries responses ranging from {What, Where, Why, How, predict, trend, anomalies, exceptions} that are crucial for financial decision making applications. The proposed data to answers framework can be extended to other analytical domains such as sales and payroll to ensure optimal hallucination control guardrails.Comment: 11 pages, 5 figures, 4 table

The Ethical Need for Watermarks in Machine-Generated Language

Watermarks should be introduced in the natural language outputs of AI systems in order to maintain the distinction between human and machine-generated text. The ethical imperative to not blur this distinction arises from the asemantic nature of large language models and from human projections of emotional and cognitive states on machines, possibly leading to manipulation, spreading falsehoods or emotional distress. Enforcing this distinction requires unintrusive, yet easily accessible marks of the machine origin. We propose to implement a code based on equidistant letter sequences. While no such code exists in human-written texts, its appearance in machine-generated ones would prove helpful for ethical reasons