CBR-Responder, an Automated Customer Service for E-Commerce

There is increasingly intelligent client support in electronic shops. Its main purpose is to help the customer search the products quickly and efficiently. Usually, customers need product service from the electronic shops. Therefore, customer service is very important to the company. Many companies have made efforts to provide customer service systems or eService systems on the Internet. Unfortunately, these eService systems always need interaction with a (human) customer service representative (CSR). The automated customer service is poorly provided if at all. Case-Based Reasoning (CBR) is a recent approach to problem solving and learning that has been applied to various domains. In this paper, we introduce CBR to improve on customer service and we propose a direction to solve the problem. We also implement an application, which we call CBR-Responder, to illustrate how it works. We use CBR and Bayes classification technology to respond automatically to the comments of customers.