Intelligent Chatbot for Customer Assistance: A Case Study in Fresh Produce Retail (#696)

Authors

Romero-Méndez, Alberto

Zulema-Guevara, Alejandra

Rodriguez-Gallo, Yakdiel

Cañas Sánchez, Héctor

Abstract

Chatbots play a crucial role in business digital transformation, offering efficient solutions for customer interaction and process optimization. This study provides an overview of intelligent chatbots for customer assistance. Additionally, it focuses on developing a customized chatbot for a fresh produce company to enhance customer service and expand its retail business. A system was implemented using Python, OpenAI's API with the GPT-3.5-turbo model, and libraries such as LangChain and Gspread to process queries, generate contextual responses, and record sales and complaint data. The results showed a 92% accuracy rate in responding to business-specific and general queries. A comparison with chatbots from leading companies highlighted strengths in generating personalized responses but also revealed challenges in identifying user intent. Future improvements focus on integrating advanced natural language processing models, applying continuous learning techniques, and incorporating multimedia capabilities to enhance contextual understanding and adaptability. In conclusion, chatbots provide a valuable opportunity for businesses, particularly SMEs, to optimize operations and enhance customer satisfaction in a highly competitive digital landscape.