Müşteri şikayetlerini otomatize edebilmek için uygulanabilir yaklaşım

Customer complaint management is critical and time-consuming process for institutions. For an effective management and increased customer satisfaction, developing an instant and automated reply mechanism is essential. This phenomenon leads the motivation which helps data scientists to work for developing chatbots. For complex chatbots state of the art techniques of Natural Language Processing is essential to catch intend whereas its high costs. On the other hand, basic machine learning algorithms which is enhanced with NLP techniques can be more applicable for limited data resources. Also even with the help of Regular Expression techniques, quick and effective solutions can be achieved. This thesis covers the development process of a primitive chatbot which is developed by using the customer complaints which are in Turkish language.