9th International Conference on ICT for Sustainable Development

Authors - Vanishree Pabalkar, Ruby Chanda, Pooja Nair
Abstract - The emerging trend in user interaction with web and mobile applications is chatbots. In the past, call centres or helpline numbers had to be called in order to resolve questions about a product or program. Natural language processing ("NLP") is the technology that is being used for chatbot development. The accuracy and efficiency of natural language processing have significantly improved thanks to machine learning technology, making chatbots an attractive alternative for many businesses. The efficiency of chatbots should continue to increase in the years to come thanks to technological developments in NLP. By giving the bot some fundamental commonly asked questions by clients or users and the answers to those questions, a simple chatbot may be developed. By integrating chatbots with business software, an organization's functionality can be enhanced. Questions like "What is policy count for today?" or "What is the status of policy?" or "What number of policies issued?" can now be addressed. Commercial chatbots of today rely on IT giants' platforms for their natural language processing. These include Amazon Lex, Facebook Deep Text, Google Cloud Natural Language API, and Microsoft Cognitive Services. Chatbots are used on a variety of business platforms, including e-commerce sites, insurance providers, banks, and other customer service providers. The current study revolves around understanding the role of chatbots and virtual assistants in customer service for life insurance companies in India.