Integrate online support services and chatbots to increase customer experience

Abstract

This research investigates the integration of online support services and chatbot systems to enhance customer experience in the e-commerce sector. The study focuses on developing a chatbot using the Dialogflow platform and Python programming language to automate customer consultations, provide product recommendations, and improve service efficiency. The system employs Natural Language Processing (NLP) techniques such as keyword detection and intent recognition, using term frequency-based analysis (TF-IDF) for effective query processing. Future enhancements will focus on improving contextual understanding and multi-platform integration to maximize its potential in customer engagement