SamBot - Intelligent Conversational Bot for Interactive Marketing with Consumer-centric Approach

Abstract

Interactivity of corporate website is important as marketing products through it become popular. Moreover, the usage of Artificial Intelligence application is growing in many sectors. In order to improve the interactivity and effectiveness of corporate website in providing information, a conversational bot called SamBot is developed. As a part of Artificial Intelligence application, it can respond to users’ question and prolong the conversation with its intelligence. It is integrated to Samsung IoT Showcase website as the corporate website. SamBot contains the knowledge of Samsung marketing domain which is useful to deliver appropriate answer to the users’ questions. Its knowledge base includes Samsung promotion, Samsung product Frequently Asked Question, and general knowledge. In default, a conversational bot will generate random answers if matching knowledge cannot be found. In this research, the authors would like to overcome this problem by improving its knowledge maintenance capability either performed by botmaster or users. A function is added to support the knowledge maintenance process by botmaster, namely conversation log-based knowledge maintenance module. As to support consumer-centric knowledge approach, several features are developed such as random answer enhancement and consumer-centric learning capability. This will allow user to directly teach the bots a new knowledge. In addition, enhancement to reuse recently asked question as questions recommendation or autocomplete questions is developed in order to solve a problem where users need to be updated to current issues. With this enhancement, SamBot can give recommendation of questions for users to ask. All of the enhancements are measured using a world-wide Turing Test or Loebner Prize chatbot competition scoring system. The result shows that SamBot is capable of handling Samsung related questions very well with 26.4 points scored.