Ticketing Chatbot Service using Serverless NLP Technology

摘要

Personal assistant using a human operator need some time to process single request such as ticket booking, ordering something, and get services. One request can contain many queries for some information provided on the internet. Business performance values time efficiency so must be considered an alternative way to take request. Chatbot can give 24 hours service which can become an advantage besides using a human personal assistant. Chatbot acts like routing agent that can classify user context in conversation. Chatbot helped with natural language processing (NLP) to analyze the request and extract some keyword information. One important process in NLP is morphological analysis and part of speech (POS) tagging. POS help to parse the meaning of chat text based on a set of rules. The rule base is specific to some language and designed to capture all the keyword relies on chat text. Keyword in booking conversation term is like departure and destination city and also the date of flight. There is a variation from a user determining city and date. NLP in booking confirmation has a task to analyze various pattern describing ordering requests like city and date. Messenger bot would be an example of assistance that can help user connected to many services some like ticketing service through conversation interaction. The contribution of this research is to conduct some scenario that happening in ordering tickets. This research conduct that chatbot can help acts as customer service, based on the conducted scenario and show an F-measure score of 89.65%.