H.3.8. Natural Language Processing
Nura Esfandiari; Kourosh Kiani; Razieh Rastgoo
Abstract
Chatbots are computer programs designed to simulate human conversation. Powered by artificial intelligence (AI), these chatbots are increasingly used to provide customer service, particularly by large language models (LLMs). A process known as fine-tuning LLMs is employed to personalize chatbot answers. ...
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Chatbots are computer programs designed to simulate human conversation. Powered by artificial intelligence (AI), these chatbots are increasingly used to provide customer service, particularly by large language models (LLMs). A process known as fine-tuning LLMs is employed to personalize chatbot answers. This process demands substantial high-quality data and computational resources. In this article, to overcome the computational hurdles associated with fine-tuning LLMs, innovative hybrid approach is proposed. This approach aims to enhance the answers generated by LLMs, specifically for Persian chatbots used in mobile customer services. A transformer-based evaluation model was developed to score generated answers and select the most appropriate answers. Additionally, a Persian language dataset tailored to the domain of mobile sales was collected to support the personalization of the Persian chatbot and the training of the evaluation model. This approach is expected to foster increased customer interaction and boost sales within the Persian mobile phone market. Experiments conducted on four different LLMs demonstrated the effectiveness of the proposed approach in generating more relevant and semantically accurate answers for users.
