Abstract:
AI-powered chatbots in the service industry
enhance customer service and enable data-driven decisions.
However, in a conversion, the user's input may not always align
closely with the training examples, causing even advanced
Natural Language Understanding pipelines to occasionally
misinterpret the intent behind user utterances, leading to
potential conversational missteps. This paper introduces
ResBot, an innovative bi-lingual chatbot (Sinhala and English)
with a novel hybrid intent classification mechanism. This
approach emphasizes the importance of generalization in intent
recognition beyond training data using a language model.
Furthermore, by automating reservations through its chat
interface, the chatbot transforms customer experience and
optimizes restaurant operations in an increasingly digital
landscape.
