Enhancing E-Business Communication with a Hybrid Rule-Based and Extractive-Based Chatbot

Basit Öğe Kaydı
dc.authoridDOGAN, ONUR/0000-0003-3543-4012
dc.authoridGurcan, Omer Faruk/0000-0002-1256-2751
dc.contributor.authorDogan, Onur
dc.contributor.authorGurcan, Omer Faruk
dc.date.accessioned2025-03-20T09:50:31Z
dc.date.available2025-03-20T09:50:31Z
dc.date.issued2024
dc.departmentİzmir Bakırçay Üniversitesi
dc.description.abstractE-businesses often face challenges related to customer service and communication, leading to increased dissatisfaction among customers and potential damage to the brand. To address these challenges, data-driven and AI-based approaches have emerged, including predictive analytics for optimizing customer interactions and chatbots powered by AI and NLP technologies. This study focuses on developing a hybrid rule-based and extractive-based chatbot for e-business, which can handle both routine and complex inquiries, ensuring quick and accurate responses to improve communication problems. The rule-based QA method used in the chatbot demonstrated high precision and accuracy in providing answers to user queries. The rule-based approach achieved impressive 98% accuracy and 97% precision rates among 1684 queries. The extractive-based approach received positive feedback, with 91% of users rating it as good or excellent and an average user satisfaction score of 4.38. General user satisfaction was notably high, with an average Likert score of 4.29, and 54% of participants gave the highest score of 5. Communication time was significantly improved, as the chatbot reduced average response times to 41 s, compared to the previous 20-min average for inquiries.
dc.description.sponsorshipIzmir Bakircay University Scientific Research Projects Coordination Unit [BBAP.2023.002]; Izmir Bakircay University Scientific Research Projects Coordination Unit [M-2023-860]; Scientific Research Project Fund of Sivas Cumhuriyet University
dc.description.sponsorshipThis work has been supported by Izmir Bakircay University Scientific Research Projects Coordination Unit, under grant number BBAP.2023.002 and The Scientific Research Project Fund of Sivas Cumhuriyet University under project number M-2023-860.
dc.identifier.doi10.3390/jtaer19030097
dc.identifier.endpage1999
dc.identifier.issn0718-1876
dc.identifier.issue3
dc.identifier.scopus2-s2.0-85205119842
dc.identifier.scopusqualityQ1
dc.identifier.startpage1984
dc.identifier.urihttps://doi.org/10.3390/jtaer19030097
dc.identifier.urihttps://hdl.handle.net/20.500.14034/2237
dc.identifier.volume19
dc.identifier.wosWOS:001323901200001
dc.identifier.wosqualityQ1
dc.indekslendigikaynakWeb of Science
dc.indekslendigikaynakScopus
dc.language.isoen
dc.publisherMDPI
dc.relation.ispartofJournal of Theoretical and Applied Electronic Commerce Research
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/openAccess
dc.snmzKA_WOS_20250319
dc.subjectAI in e-business
dc.subjectchatbot
dc.subjectlarge language modeling
dc.subjectcustomer satisfaction
dc.subjectservice quality
dc.titleEnhancing E-Business Communication with a Hybrid Rule-Based and Extractive-Based Chatbot
dc.typeArticle

Dosyalar

Orijinal paket
Listeleniyor 1 - 1 / 1
Küçük Resim
İsim:
Tam Metin / Full Text
Boyut:
704.4 KB
Biçim:
Adobe Portable Document Format
İndir

Koleksiyon

WoS İndeksli Yayınlar Koleksiyonu
Scopus İndeksli Yayınlar Koleksiyonu