In continuation of my earlier posts on designing an automated question-answering system, in part three of the series we look into how to incorporate feedback into our system. Note that since getting labelled data is an expensive operation from the perspective of our company resources, the amount of feedback from human agents is very low (~ 2-3% of the total number of questions). So obviously with such less labelled data, […]
In this post we will look at the offline implementation architecture. Assuming that, there are currently about a 100 manual agents, each serving somewhere around 60-80 customers (non-unique) a day, i.e. a total of about 8K customer queries each day for our agents. And each customer session has an average of 5 question-answer rounds including statements, greetings, contextual and personal questions. Thus on average we generate 40K client-agent response pairs […]
Natural Language Question Answering system such as chatbots and AI conversational agents requires answering customer queries in an intelligent fashion. Many companies employ manual resources to answer customer queries and complaints. Apart from the high cost factor with employing people, many of the customer queries are repetitive in nature and most of the time, same intents are asked in different tones.