Automated question answering via natural language sentence similarity: Achievements for Brazilian e-commerce platforms
ResumoChatbots have become indispensable for quickly answering e-commerce customer queries, which is crucial for selling products online. However, in Brazilian e-commerce, finding scalable chatbot solutions can be challenging. This article proposes an automatic question-answering system by replying to incoming questions with Frequently Asked Questions from stores. Our solution builds a store-specific database populated with question-answer pairs by generating the embedding of questions. We define a retrieval process by ranking candidate questions with a neural network to reuse the questions' known answers. Our solution was deployed and evaluated with data in the Portuguese and Spanish languages for several stores in South America's biggest e-commerce platforms. The development approach achieved 97.75% of satisfaction with the given answers.
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