Empowering customer satisfaction chatbot using deep learning and sentiment analysis

Abdelhak Merizig, Houcine Belouaar, Mohamed Mghezzi Bakhouche, Okba Kazar


The rapid advancement of technology holds great promise for various types of users, clients, or service providers. Intelligent robots, whether virtual or physical, can simplify the reservation process. With the development of machines and processing tools, natural language processing (NLP) and natural language understanding (NLU) have emerged to help people comprehend spoken language through machines. In order to facilitate seamless human-machine interaction, we aim to address customer needs through a chatbot. The objective of this paper is to incorporate sentiment analysis techniques with deep learning algorithms to cater to customers’ needs during message exchanges. This study aims to create an intelligent chatbot to engage customers during their routine operations and offer support. In addition, it offers to companies a manner to detect sarcastic messages. The proposed chatbot utilizes deep learning techniques to predict users’ intentions based on the questions asked and provide a helpful and convenient answer. A new chatbot for the customer is presented to overcome with challenges related to a wrong statement like sarcastic one and feedback towards user messages. A comparison between deep and transfer learning gives a new insight to include sentiments and sarcasm detection in the conversion process.


Artificial intelligence; Chatbot; Deep learning; Human computer interaction; Natural language processing; Sarcasm detection; Sentiment analysis

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DOI: https://doi.org/10.11591/eei.v13i3.6966


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Bulletin of EEI Stats

Bulletin of Electrical Engineering and Informatics (BEEI)
ISSN: 2089-3191, e-ISSN: 2302-9285
This journal is published by the Institute of Advanced Engineering and Science (IAES) in collaboration with Intelektual Pustaka Media Utama (IPMU).