Recommendation System for Customer Service Through Chat Channels

In case of any problems in the products and services of the companies, the first person contacted is the customer representative. Customer representatives are the visible face of the companies and they represent the companies directly. Therefore, any kind of innovation that will provide added value to customer service and its representatives will contribute to the company. Before digital media became as widespread as it is today, customers were only served by phone or mail. But nowadays, with the spread of digitalization, many new channels started to be provided, the world of written channels, especially in the customer service sector, now occupies a huge place. Considering that the customer prefers communication through written channels, this leads to extra efforts by the customer representatives. The customer representative, who usually faces similar problems, constantly writes the same things and at some point turns into a robot. At this point, our solution to this problem will be explained in this study. The solution we offer is to classify the most common problems and offer answers to the customer representative if the same issue is encountered again by using natural language.