International Journal of Education and Management Engineering(IJEME)
ISSN: 2305-3623 (Print), ISSN: 2305-8463 (Online)
Published By: MECS Press
IJEME Vol.8, No.4, Jul. 2018
Students Conversation Management System
Full Text (PDF, 375KB), PP.1-9
Customer service is an important area in the success of a system or a service. For services that have a relatively large customer base, the efficiency with which complaints are attended to becomes an issue. The Computer Centre of the Obafemi Awolowo University attends to students with various complaints majorly in relation to their e-portal accounts. Although efforts are in place to manage the crowd, there is still a major need for the complaint management service to save time and energy. The need for a system that can handle the enormous request and complaints of the undergraduate students of the institution is the thesis of this work. Design and implementation was done using the range of tools provided by the Microsoft Bot Framework. C# Programming language was used to implement the decision algorithm. Online web services were used to handle natural language understanding and the Bot Connector to implement the Web Canvas. Microsoft Azure Service was used to host the web after which evaluations were drawn through surveys. Thus, this study projected an easier flow of operations involving logging of complaints by students.
Cite This Paper
Abimbola R. Iyanda, Olufemi D. Ninan, Damilola J. Odejimi,"Students Conversation Management System", International Journal of Education and Management Engineering(IJEME), Vol.8, No.4, pp.1-9, 2018.DOI: 10.5815/ijeme.2018.04.01
S. Carey. What is a chatbot, how do you build one, who is building them and are they any good? Tech World, <http://www.techworld.com/apps/what-is-chatbot-how-do-you-build-one-who-is-building-them-are-they-any-good-3638740/>, Assessed on 7/12/2016.
Myclever Agency. “MyClever Chatbots 2016 Whitepaper; a Consumer Research Study”. <https://www.mycleveragency.com>, Assessed on 25/7/2016.
R. G. Goldberg, R. R. Rosinski and T. Corp. Patent US5895466 - automated natural language understanding customer service system. 1997. <https://www.google.com/patents/US5895466>, Assessed on 12/12/2016.
C. Jee. So you want to build a chatbot? Here are 6 of the best platforms for developers. Tech World, <http://www.techworld.com/picture-gallery/apps/seven-platforms-for-developers-build-chatbots-3639106/>, Assessed on 22/10/2016.
M. Lasek and S. Jessa. “Chatbots for Customer Service on Hotels' Websites – Information systems in management” - Tom 2, Number 2 (2013). Biblioteka Nauki, Information Systems in Management, 2(2), pp 146-158. <http://yadda.icm.edu.pl/yadda/element/bwmeta1.element.desklight-c9f46380-f824-4f05-97b5-5cf021d306be>, Assessed on 7/12/2016.
T. L. Acorn and S. H. Walden. “SMART: Support management automated reasoning technology for Compaq customer service”. In Proceedings of the fourth conference on Innovative applications of artificial intelligence, 1992, July (pp. 3-18). AAAI Press.
N. Mhatre, K. Motani, M. Shah and S. Mali. “Donna Interactive Chat-bot acting as a Personal” Assistant. International Journal of Computer Applications, 140(10). 2016.
B. AbuShawar and E. Atwell. Automatic Extraction of Chatbot Training Data from Natural Dialogue Corpora. RE-WOCHAT: Workshop on Collecting and Generating Resources for Chatbots and Conversational Agents - Development and Evaluation. Pp. 29-38. 2016.
J. Jia “The study of the application of a web-based chatbot system on the teaching of foreign languages”. In Society for Information Technology & Teacher Education International Conference (pp. 1201-1207). Association for the Advancement of Computing in Education (AACE). 2004.
B. Heller, M. Proctor, D. Mah, L Jewell, and B. Cheung. “Freudbot: An investigation of chatbot technology in distance education”. In EdMedia: World Conference on Educational Media and Technology (pp. 3913-3918). Association for the Advancement of Computing in Education (AACE). 2005, June.
B. A. Shawar and E. Atwell. “Using dialogue corpora to train a chatbot”. In Proceedings of the Corpus Linguistics 2003 conference (pp. 681-690).
J. Huang, M. Zhou and D. Yang. “Extracting Chatbot Knowledge from Online Discussion Forums”. In IJCAI, 7:423-428. 2007, January.
Waheeb Ahmed, Ajusha Dasan, Babu Anto P. "Developing an Intelligent Question Answering System", International Journal of Education and Management Engineering (IJEME), Vol.7, No.6, pp.50-61, 2017.DOI: 10.5815/ijeme.2017.06.06.
K. Karpagam and A. Saradha. " A Mobile based Intelligent Question Answering System for Education Domain", International Journal of Information Engineering and Electronic Business (IJIEEB), Vol.10, No.1, pp. 16-23, 2018. DOI: 10.5815/ijieeb.2018.01.03.
M. S. Fakhr, and M. S. Abadeh. “AISQA-An Artificial Immune Question Answering System”. International Journal of Modern Education and Computer Science, 4(3), 28. 2012.