Volume 11, Number 23, December 2021

A Deep Learning Approach to Integrate Human-Level Understanding in a Chatbot

  Authors

Afia Fairoose Abedin¹, Amirul Islam Al Mamun¹, Rownak Jahan Nowrin¹, Amitabha Chakrabarty¹, Moin Mostakim¹ and Sudip Kumar Naskar², ¹Brac University, Bangladesh, ²Jadavpur University, India

  Abstract

In recent times, a large number of people have been involved in establishing their own businesses. Unlike humans, chatbots can serve multiple customers at a time, are available 24/7 and reply in less than a fraction of a second. Though chatbots perform well in task-oriented activities, in most cases they fail to understand personalized opinions, statements or even queries which later impact the organization for poor service management. Lack of understanding capabilities in bots disinterest humans to continue conversations with them. Usually, chatbots give absurd responses when they are unable to interpret a user’s text accurately. Extracting the client reviews from conversations by using chatbots, organizations can reduce the major gap of understanding between the users and the chatbot and improve their quality of products and services.Thus, in our research we incorporated all the key elements that are necessary for a chatbot to analyse andunderstand an input text precisely and accurately. We performed sentiment analysis, emotion detection, intent classification and named-entity recognition using deep learning to develop chatbots with humanistic understanding and intelligence. The efficiency of our approach can be demonstrated accordingly by the detailed analysis.

  Keywords

Natural Language Processing, Humanistic, Deep learning, Sentiment analysis, Emotion detection, Intent classification, Named-entity recognition.