Assessment-2
Name: Sai krishna Yarremsetty
Student ID: 11702980
The title selected for the research would be “Developing the Chatbots using the Artificial Intelligence for Evaluating and Enhancing the Customer Relationships with Shopping Portals”.
1. Introduction
Background information
The chatbots are the human made but Artificial Intelligence program that could stimular6e the chat with the shopping customers in its natural language through the help of applications, the shopping websites, mobile applications or through customer phone. With the AI based chat bot the system could understand and then respond to the human input by spoken or the written languages. the customer service chatbots are adopted by the ecommerce business that would help the online customers to navigate through the websites, (Sharon Sophia. J, 2019)chatbots answer simple queries, etc. the e-commerce chatbots acts as the interacting medium with their ecommerce customers and are customized based on the industry questions and would complete the request or the transactions.
Report structure
The Chatbot research for enhancing online customer experience by answering multiple queries and suggestion products, etc. would be undertaken. The problem domain would be analyzed and the reason for the research selection would be discussed. The theoretical framework specifying the development and overview of SuperAgent system and the methodology would be studied. The data collection, ethical issues, compliance requirement, etc would be analyzed. The Project plan would be designed based on WBS, Gantt chart, deliverables. Risk analysis and duration of the project.
2. Rationale
1. Problem domain
The Problem domain for the undertaken research would be on the Chatbots based on Artificial Intelligence. This is due to the fact that most of the time the online customers on the shopping portals have to wait in order to get the support staffs (Aarthi, 2020)persons answer or response for their queries. This would lead to less effective response and also difficult to scale up. The main problem with the implementation of chatbots in shopping websites is the Privacy concern. As the customers conversation could not be leveraged for training the chatbots because of the privacy concern. These problems need to be considered when developing the chatbots for enhancing the customer relationship and their services in the shopping portals.
2. Purpose and justification
The main purpose of the chatbot development is to improve the customers online shopping experience by integrating the chatbots or the SuperAgent into the e-commerce websites. The objective of using chatbots allows the consumers and the business (Sujata, 2019)could effectively communicate 24/7 which is independent of working or the opening hours. This would prevent the companies from missing customers’ request. This reason for this development of chatbot is to store the individual customers preference based on the user’s request, their purchase history and other activities. Through this the customized offers could be targeted directly and personally to the shopping users.
3. Research Questions
- How the development of chatbot framework would be helpful for the e-commerce stores?
- Describe the benefits of Chatbots in the e-commerce websites and how they increase the business opportunities.
- Describe in detail about the development of the SuperAgent for the e-commerce websites.
- Specify the weakness and the threats that would emerge with the deployment of chatbots in the various online shopping portals.
4. Theoretical Framework
The overall system SuperAgent would be developed that would be integrated into the e-commerce websites which acts as the add-on extension that would in turn directly improve the online customers shopping experience. In the overall system, when the customer visits the product page, the super-agent would be notified as the add-on extension would be associated with each webpage of the online shopping sites. Once the SuperAgent has been notified, it would then bring some of the extra web loads to the hosting websites.
Fig 1: Overall View of the SuperAgent (Cui, 2017)
The SuperAgent framework would allow the data updates to be deployed easily as the frequently visited product pages needs to be get updated more frequently. when the shopping customers gives any input query to the SuperAgent the different engines would be processed in parallel. (Asadi, 2018)When one of the engines has the high confidence the SuperAgent would return the answers for the customer query as the answers. If not, the engine would generate the reply from the predefines response sets.
5. Methodology
1. Source of Information Analysis
The intelligent conversation engines would be the source of this analysis for the research that would be built for interacting with the customers naturally wherever they are. Also, from the publicly available third-party customers data and information, the analysis would be undertaken. The data would be collected from the geographical data of the customers placing order, the public data or the statistical open data. (Kumar, 2020)The Data Warehouse, Business Intelligence and the big date would be the other source of information undertaken for this analysis on chatbots with AI for effective customer experience.
2. Research methods
The research method undertaken would be the Descriptive Research where it studies and describes the characteristics and the nature of the “Chatbots”. (Gupta, 2015)This research method analysis how the chatbots are deployed in e-commerce websites, what are the applications of chatbots, where they are applicable, etc. the research methods guides the user with the understanding of chatbots and SuperAgent and their usage in e-commerce by answering the research question correctly.
3. Data collection
The data are collected from the publicly available and the highly crowd-sourced customer data. Some of the data collection was done through the online channels like shopping websites. The primary data for the chatbot research topic was collected through various literature review articles about the use of chatbots, their technological deployment in ecommerce, (Chandel, 2018)benefits and strength and their limitations. All these data collection form the resources provides in depth knowledge on the chatbots and how they could improve the customer satisfaction and experience when shopping online.
4. Ethical Issues
The ethical consideration needs to be identified and addressed with AI throughout the design and the development stage of the Chatbots that could communicate with end users. Many customers feel the concern towards the agent decision making process for them when they shop online instead of human suggestions. The customers behave differently when communicating with automatic agent or chatbots than the communication with humans. In case if the users are aware that they are communicating with the chatbots they would be able to make informed decision and control their own behavior and sometimes the chatbots ask for information disclosure. The dialogue design of the chatbots cause ethical concern and the self-disclosure are used to gather data to improve personalization and customer experience. But not all the customer like this self-disclosure. So, the ethical issues arise in this scenario and may even lead to privacy breach. Also, the customers are not provided with the details on how their data would be processed and stored that are collected through chatbots.
5. Compliance Requirements
Through the interaction with the chatbots, sometimes it would trigger the unwanted behavior in the shopping customers like non-compliance which would negatively affect the service providers and also the users or customers. (Adam, 2020) the chatbots also lead to the inability for realistically mimic the human-human communication. Therefore, the degree to which the humans or the customers would comply with the social agents based on the techniques that depends on the human-chatbot communication.
6. Project Plan
1. Deliverables
The main deliverable obtained through the chatbots deployment in the e-commerce shopping portal would improve the end-to-end users experience of the shopping websites. (DANIEL, 2019)They are convenient for the customers information acquisition when there are large number of user generated content. The outcome through this would be enhanced personalization, quality of service and hassle-free service, immediate response from chatbots for the user queries, etc. the usage of chatbot in shopping platform would free up the human support staffs for answering the much higher value questions and SuperAgent would be cost effective when answering the repetitive questions.
2. WBS
The work breakdown structure divides the tasks into more smaller tasks or components to accomplish the project deliverable within the specified schedule. The work breaks down structure for the Chatbot research in online portals would be depicted below.
Fig 2 : The WBS for the development of chatbot in e-commerce
3. Risk Analysis
The risk may arise during the design and development of chatbots where it would become vulnerable when there is lack of protection feature enabled, poor coding or due to human errors. All these features pose risk to the deployment of chatbot in ecommerce as they may lead to privacy and security concern with the chatbot and human communication. The transaction details, location privacy, impersonating attack, DoS attacks, etc would pose a threat to usage of chatbot in shopping websites. Therefore, it is necessary to carry out the risk analysis by identifying the threat and vulnerabilities and how the security mechanism could be deployed to analyze and prevent the risks.
4. Duration
The development of chatbot framework with AI to enhance the customer service in the shopping website would be estimated to complete with in 9weeks of time. Every phase of the project is provided with the task duration along with start and end date. This allows the project team to keep track of the project task and its schedule.
5. Gantt Chart
The Gantt chart is the project management tool that keeps track of the project schedule and task. The project to develop the chatbot or automatic agent for enhancing customer experience would be scheduled using Gannt Chart and would keep track of the WBS task.
Fig 3: Gantt Chart for development of chatbot with Artificial Intelligence
Timeline and completion of project plan
| Week |
Task |
| 1 |
Analyze the relationship between Artificial Intelligence and chatbots and the project topic would be selected based on that. |
| 2 |
Collection of resources to gain knowledge about the usage and benefits of chatbots in online shopping websites. |
| 3 |
Requirement analysis is carried out for developing the AI based chat bots in shopping portals. |
| 4 |
Estimating the resource, human and other budgets necessary for the project. |
| 5 |
Selection and designing of backend database and chatbot design for the online website. |
| 6 |
Chit chat converse modelling deployment in the ecommerce websites. |
| 7 |
The working of the chatbot is tested and the usability analysis is carried out. |
| 8 |
The testcases and their results obtained are recorded. |
| 9 |
Analyzing the results and finding issues and providing the improvement strategy. |
| 10 |
Releasing of the developed chatbot and collecting the customers feedback about the chat with chatbots. |
| 11 |
Review the chat bot responses and checking its efficiency. |
| 12 |
Document all the process undertaken in the project. |
Conclusion
The rationale for undertaking the project on the chatbot development for the shopping websites was developed. The conceptual framework was developed with SuperAgent and their system details were studied. The methodology and the project plan for the undertaken project was clearly specified and the project management tools were applied to track of the project and its tasks.
References
Amir-reza Asadi. (2018). Design and implementation of a chatbot for e-commerce. National Conference. https://www.researchgate.net/publication/324731232_Design_and_Implementation_of_a_chatbot_for_e-commerce
GWENDAL DANIEL. (2019). Xatkit: A Multimodal Low-Code Chatbot Development Framework. IEEE Access. https://doi.org/10.1109/ACCESS.2020.2966919
Joshi Sujata. (2019). Artificial Intelligence Tools for Enhancing Customer Experience. International Journal of Recent Technology and Engineering (IJRTE). https://doi.org/10.35940/ijrte.B1130.0782S319
Lei Cui. (2017). SuperAgent: A Customer Service Chatbot for E-commerce Websites. conference paper. https://doi.org/10.18653/v1/P17-4017
Martin Adam. (2020). AI-based chatbots in customer service and their effects on user compliance. Electronic Markets. https://doi.org/10.1007/s12525-020-00414-7
- Ganitha Aarthi. (2020). CHATBOT FOR RETAILSHOP EVALUATION. International Journal of Computer Science and Mobile Computing. https://www.academia.edu/42216169/CHATBOT_FOR_RETAIL_SHOP_EVALUATION
Ramakrishna Kumar. (2020). A Review on Chatbot Design and Implementation Techniques. International Journal of Engineering and Technology. https://www.researchgate.net/publication/340793645_A_Review_on_Chatbot_Design_and_Implementation_Techniques
Sharon Sophia. J,. (2019). Integration of Artificial Intelligence Technology Towards E-Services Among Online Clothing Websites. International Journal of Innovative Technology and Exploring Engineering (IJITEE). https://doi.org/10.35940/ijitee.B7266.129219
Siddharth Gupta. (2015). An E-Commerce Website based Chatbot. International Journal of Computer Science and Information Technologies. https://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.734.8303&rep=rep1&type=pdf
Sonali Chandel. (2018). Chatbot: Efficient and Utility-Based Platform. Proceedings of the 2018 Computing Conference. https://doi.org/10.1007/978-3-030-01174-1_9