Real world smart chatbot for customer care using a software as a service (SaaS) architecture

It's being very important to listen to social media streams whether it's Twitter, Facebook, Messenger, LinkedIn, email or even company own application. As many customers may be using this streams to reach out to company because they need help. The company have setup social marketing team to monitor this stream. But due to huge volumes of users it's very difficult to analyses each and every social message and take a relevant action to solve users grievances, which lead to many unsatisfied customers or may even lose a customer. This papers proposes a system architecture which will try to overcome the above shortcoming by analyzing messages of each ejabberd users to check whether it's actionable or not. If it's actionable then an automated Chatbot will initiates conversation with that user and help the user to resolve the issue by providing a human way interactions using LUIS and cognitive services. To provide a highly robust, scalable and extensible architecture, this system is implemented on AWS public cloud.