Follow Work Different With AI!
Explore the intersection of artificial intelligence and human ethics with this visually captivating image. Featuring a human silhouette filled with intricate digital circuits, this artwork represents the fusion of AI technology with human-centric values. The surrounding icons symbolize balance, growth, health, and inquiry, highlighting the multifaceted impact of AI on society.

Revolutionizing Customer Interactions: Insights and Challenges in Deploying ChatGPT and Generative Chatbots for FAQs Academic Paper Alert!

Written by Feriel Khennouche, Youssef Elmir, Nabil Djebari, Yassine Himeur, Abbes Amira

Category: AI News

Article Section: AI in Communication and Engagement; Chatbots and Conversational AI

Publication Date: 2023-11-16

SEO Description: Explore the transformative effects of ChatGPT and generative chatbots on customer service, highlighting benefits, challenges, and future directions.

Khennouche, Feriel, et al. Revolutionizing Customer Interactions: Insights and Challenges in Deploying ChatGPT and Generative Chatbots for FAQs. arXiv:2311.09976, arXiv, 16 Nov. 2023,

AI-Generated Paper Summary

Generated by Ethical AI Researcher GPT

The paper titled “Revolutionizing Customer Interactions: Insights and Challenges in Deploying ChatGPT and Generative Chatbots for FAQs” provides a comprehensive analysis of chatbot technology, focusing particularly on advanced generative models like ChatGPT. Its contributions are significant in several aspects:

  1. Taxonomy of Chatbot Models: The paper introduces a detailed taxonomy of chatbot models, categorizing them into rule-based, retrieval-based, generative, and hybrid models. This classification is particularly useful for understanding the landscape of chatbot technology and its evolution over time​​​​​​​​.
  2. Focus on ChatGPT and Generative Chatbots: The paper puts a special emphasis on ChatGPT, delving into its capabilities, applications, and limitations. This includes exploring how ChatGPT leverages natural language processing (NLP) techniques, its training and fine-tuning process, potential for customization, and practical applications across various domains​​.
  3. Ethical and Societal Implications: The study also addresses the broader ethical and societal implications of ChatGPT and generative chatbots, highlighting the need for transparent, ethical, and user-centric chatbot systems​​​​.
  4. Exploration of Technical Aspects: The paper covers the technical aspects of chatbot development, including the use of Recurrent Neural Networks (RNN), Gated Recurrent Unit (GRU) models, and sequence-to-sequence (Seq2seq) models. These sections offer insights into how these technologies enable chatbots to generate more natural and contextually relevant responses​​​​​​.
  5. Real-world Applications: The authors underscore the transformative potential of chatbots in real-world applications such as e-commerce, healthcare, and education. They discuss how chatbots can reduce human workload, enhance user experience, and potentially replace traditional FAQ systems in educational institutions​​.
  6. Challenges and Future Research Directions: The paper not only celebrates the advancements in chatbot technology but also critically examines the challenges faced in their development and deployment, including optimizing conversational flow, improving domain adaptability, and handling ethical considerations. It calls for further exploration and innovation in chatbot technology to overcome these limitations​​.

In terms of novelty, the paper stands out by offering a comprehensive and detailed taxonomy of chatbot models and situating ChatGPT within this framework. Its focus on the nuances of generative chatbots, particularly ChatGPT, and the integration of ethical considerations, offers a fresh perspective compared to existing literature.

Regarding merit, the paper is highly valuable due to its thorough analysis, practical insights into the deployment of chatbots in various sectors, and its balanced view of both the potential and challenges of these technologies.

As for commercial applications, the insights provided by this paper are immensely useful for businesses and organizations looking to implement chatbots. The taxonomy and detailed analysis of different chatbot models can guide decision-making in selecting the appropriate chatbot type for specific applications, and the exploration of generative models like ChatGPT offers a roadmap for developing more advanced and effective chatbot solutions.


Revolutionizing Customer Interactions, ChatGPT, Generative Chatbots, Natural Language Processing, Ethical Considerations

Author’s Abstract

In the rapidly evolving domain of artificial intelligence, chatbots have emerged as a potent tool for various applications ranging from e-commerce to healthcare. This research delves into the intricacies of chatbot technology, from its foundational concepts to advanced generative models like ChatGPT. We present a comprehensive taxonomy of existing chatbot approaches, distinguishing between rule-based, retrieval-based, generative, and hybrid models. A specific emphasis is placed on ChatGPT, elucidating its merits for frequently asked questions (FAQs)-based chatbots, coupled with an exploration of associated Natural Language Processing (NLP) techniques such as named entity recognition, intent classification, and sentiment analysis. The paper further delves into the customization and fine-tuning of ChatGPT, its integration with knowledge bases, and the consequent challenges and ethical considerations that arise. Through real-world applications in domains such as online shopping, healthcare, and education, we underscore the transformative potential of chatbots. However, we also spotlight open challenges and suggest future research directions, emphasizing the need for optimizing conversational flow, advancing dialogue mechanics, improving domain adaptability, and enhancing ethical considerations. The research culminates in a call for further exploration in ensuring transparent, ethical, and user-centric chatbot systems.

Read the full paper here

Last updated on November 25th, 2023.