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@article{171766,
        author = {Manya A J and Subhash N and Abhishek A and Shaik Nihal Basha and N Sultan Basha},
        title = {Customer Support Chatbot using ML},
        journal = {International Journal of Innovative Research in Technology},
        year = {2025},
        volume = {11},
        number = {8},
        pages = {976-978},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=171766},
        abstract = {With the complexity surrounding customer service, there is a need for quick and scalable solutions that can manage customer questions and complaints effectively. In most cases, issues raised by customers are treated manually which is slow and uses a lot of resources, causing time wastage and discontent. The purpose of this research paper is to outline the design and development of an intelligent NLP (Natural Language Processing) based chatbot capable of automatically resolving customers’ complaints. The bot does not only understand customers’ complaints and looks for a definitive answer but it also forwards the problem to the support staff if it is still not solved. One of the most appealing characteristics of the chatbot is that it learns from its uses, which allows it to improve its performance with every session it undertakes with customers and support staff. A further evaluation was carried out on the system where the escalation rate and response time were used. The early findings indicate improvements in the efficiency of resolving customer queries and on the overall customer satisfaction in the process reducing the reliance on human resource. This study focuses on AI-based customer support, demonstrating how AI-based Chatbot could be leveraged to serve customers in a highly scalable and flexible way and improve over time.},
        keywords = {Customer Support Chatbot, Machine Learning, Natural Language Processing (NLP), Self-Learning Systems, Query Resolution, AI in Customer Service, Reinforcement Learning, Chatbot Architecture},
        month = {January},
        }