AI-Enhanced Real Time Customer Support: Empowering Users with Self- Service Solutions using NLP and Language Models

Abstract

"Customer support systems nowadays are regularly faced with inefficiencies resulting from user inquiries, which often depart from standard usage patterns and documentation. The increase of support tickets caused by this difference puts strain on user-developer relationships and presents difficulties for development teams. In order to tackle this issue, the project aims to develop, put into practice, and assess an artificial intelligence (AI) augmented real-time customer assistance system that makes use of sophisticated language models and natural language processing (NLP) techniques. The principal aim is to enable consumers through the provision of self-service solutions and prompt assistance recommendations, thereby reducing the workload for support teams and augmenting user contentment.

The research concentrates on the technical facets of creating an AI-powered support system in order to address the highlighted issue. This entails understanding user queries, analyzing contextual data, and providing individualized solutions in real time by utilizing huge language models and state-of-the-art natural language processing algorithms. The system uses sophisticated algorithms to glean essential information from unstructured text and offer recommendations for customized help. To ensure optimal efficiency and scalability, the project also investigates strategies for optimizing language models and smoothly integrating them into the customer support process.

Statistics measures, such as exact match (EM) scores and F1 scores, which gauge the precision and applicability of the answers produced by the AI models, are used to assess the system's performance. The research attempts to show the effectiveness of the AI-enhanced support system in lowering support tickets, raising user satisfaction, and improving overall support operations through rigorous testing and validation. This research contributes to the ongoing evolution of customer support systems and establishes the foundation for future breakthroughs in AI-driven help solutions by utilizing cutting-edge AI technologies and creative techniques. "