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Custom Chatbot for Customer Support

Objective:

To develop a custom chatbot capable of understanding and responding to diverse customer inquiries, improving customer support efficiency and satisfaction.

Technology Stack:

  • Base Model: GPT-3

  • Fine-Tuning Framework: OpenAI API, Hugging Face Transformers

  • Data Storage: AWS S3

  • Deployment: AWS Lambda, API Gateway

  • Client Interface: React, Node.js

Approach:

  • Data Collection: Gathered a comprehensive dataset of customer queries and support interactions from the client's existing records.

  • Model Fine-Tuning: Fine-tuned GPT-3 using the collected dataset via OpenAI API and Hugging Face Transformers to tailor the model to the specific language and context of the client's customer interactions.

  • Deployment: Implemented the fine-tuned model on AWS Lambda for scalable and efficient processing, with AWS S3 managing the data storage. API Gateway facilitated seamless integration with the client's systems.

  • Client Interface: Developed a user-friendly chatbot interface using React and Node.js, enabling customers to interact with the chatbot through the e-commerce platform.

Outcome:

The fine-tuned chatbot achieved a 40% increase in first-contact resolution rates and reduced average response times by 50%. Customer satisfaction scores improved significantly due to the chatbot’s ability to handle complex queries and provide accurate information quickly.

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