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@article{204656,
        author = {Aman Kumar and Satyam Shiv and Mr. M. Prabhakaran},
        title = {AI-Powered Customer Support Chatbot: A Proposed Agile Development Approach},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {13},
        number = {1},
        pages = {3069-3074},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=204656},
        abstract = {The growing number of queries and demand by customers to receive immediate service are putting a strain on customer service operations. This paper describes one of the suggested frameworks aimed at creating an artificial intelligence-based chatbot that will automatize customer support by enabling a smart conversation. The system is expected to address the weaknesses of traditional support, which are low response speed, expensive nature, and limited-service hours, by integrating a fine-tuned BERT model with nuanced language understanding with a microservices-based Agile development model. The chatbot proposed is designed to be connected to the back-end systems in a secure way to do real-time-actions, including order status requests. We estimate that this solution will attain intent classification accuracy of over 90, average response time of less than two seconds and a significant savings to operational costs, revealing a viable way forward in the present customer service.},
        keywords = {Chat Bot, Artificial intelligence, Nat Ural Language Processing, Bert, Agile Development, Microservices, Customer Support},
        month = {June},
        }