Augmenting Customer Support with an NLP-based Receptionist

3 Dec 2021 · André Barbosa, Alan Godoy ·

In this paper, we show how a Portuguese BERT model can be combined with structured data in order to deploy a chatbot based on a finite state machine to create a conversational AI system that helps a real-estate company to predict its client's contact motivation. The model achieves human level results in a dataset that contains 235 unbalanced labels. Then, we also show its benefits considering the business impact comparing it against classical NLP methods.

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Chatbot

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Adam • Attention Dropout • BERT • Dense Connections • Dropout • GELU • Layer Normalization • Linear Layer • Linear Warmup With Linear Decay • Multi-Head Attention • Residual Connection • Scaled Dot-Product Attention • Softmax • Weight Decay • WordPiece

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