Chandigarh University
Computer Science and Engineering
AI Bot for Customer Support
A Project Report
Submitted by:
Niharika Gupta (24BCS10410)
Aashna Goyal (24BCS10536)
Lakshay Gupta (24BCS10786)
Karan Juneja (24BCS10791)
In partial fulfilment for the award of the degree of
Bachelor of Engineering
in
Computer Science Engineering
Subject Name: IT, HW and AI Workshop
Subject Code: 24ECH-101
Batch: 414-A
Semester: 02
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Chandigarh University
Computer Science and Engineering
Table of Contents
1. Abstract
2. Introduction
a. Background of AI in Customer Support
b. Importance of AI bots in Modern Customer Service
3. Literature Review
4. Problem Definitions
5. Objectives of the Project
6. Scope of the Project
7. Planning and Task Definitions
8. Code snippets
9. References
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Chandigarh University
Computer Science and Engineering
Abstract
This report presents the development and implementation of an AI-powered
customer support bot designed to handle user queries efficiently and effectively.
Leveraging OpenAI’s GPT-4o model for natural language processing and
ElevenLabs’ voice technology (Sarah, Eleven Turbo V2.5), the system
provides real-time, automated responses to customer inquiries. The bot’s
primary features include 24/7 availability, low latency (1050 ms), and the
ability to generate post-call summaries. While the AI bot is capable of handling
routine queries, challenges such as speech recognition accuracy and context
management were addressed during development. The system aims to reduce
operational costs, enhance user experience, and offer scalability for businesses
across industries. The report outlines the technical aspects, challenges, and
real-world applications of the AI bot in customer support, highlighting its
potential to transform traditional service models.
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Chandigarh University
Computer Science and Engineering
Introduction
Background of AI in Customer Support
Artificial Intelligence (AI) has significantly transformed customer support by
automating routine tasks and enhancing service efficiency. Initially, AI-powered
support systems were limited to basic chatbots, but advancements in Natural
Language Processing (NLP) and Machine Learning (ML) have enabled the
development of intelligent systems that can understand complex queries,
provide contextual answers, and improve over time. Platforms like OpenAI and
Google Dialogflow have paved the way for more advanced AI solutions,
integrating both text and voice-based assistance. The integration of AI in
customer support has become essential for businesses aiming to handle
increasing volumes of customer queries while maintaining high service quality.
Importance of AI bots in Modern Customer Service
AI bots have revolutionized customer service by offering numerous advantages.
They enable 24/7 support, handling high volumes of inquiries simultaneously,
which leads to faster response times and reduced customer wait times. AI bots
also help businesses lower operational costs by automating repetitive tasks and
reducing the need for a large human workforce. Additionally, they enhance
customer experience by providing personalized, accurate, and consistent
responses based on historical data and customer interactions. By handling
routine queries, AI bots free human agents to focus on complex issues that
require emotional intelligence and problem-solving, making the entire support
system more efficient.
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Chandigarh University
Computer Science and Engineering
Literature Review
Overview of Existing Research on AI Chatbots for Customer
Support
Research on AI chatbots for customer support shows their growing role in
automating tasks and improving service efficiency. Powered by Natural
Language Processing (NLP) and Machine Learning (ML), AI bots can
handle various queries, providing faster and more accurate responses. While AI
chatbots are effective in automating routine tasks and improving customer
experience, challenges remain in managing complex interactions and
maintaining emotional intelligence. Ongoing advancements aim to address these
limitations and enhance chatbot capabilities.
Key Areas of Research Include:
1. Automation of Routine Tasks: AI chatbots automate tasks like
answering FAQs and processing orders, improving efficiency.
2. Enhancement of Customer Experience: Research focuses on providing
faster, personalized responses, increasing customer satisfaction.
3. Handling Complex Queries: Improving AI’s ability to manage
multi-turn and complex conversations is a key research area.
4. Advancements in Voice-Based AI: Studies aim to enhance speech
recognition and natural-sounding voice synthesis for better real-time
interactions.
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Chandigarh University
Computer Science and Engineering
Problem Definitions
Customer support faces challenges such as high query volumes, delayed
responses, and resource constraints. Traditional methods rely heavily on human
agents, which are costly and limited in scalability, especially during peak times.
Additionally, human agents can provide inconsistent responses, leading to
confusion.
Key Problems Include:
● Overwhelming query volumes leading to slower response times.
● Cost and resource limitations with human agents handling all tasks.
● Inconsistent responses due to human variability.
● Difficulty in managing complex or emotional queries effectively.
Businesses need an efficient, scalable solution that offers consistent, fast, and
personalized support.
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Chandigarh University
Computer Science and Engineering
Objectives of the Project
The primary goal of this project is to develop an AI-powered customer support
chatbot that can automate and streamline customer interactions. By leveraging
AI technology, the chatbot will provide quick, accurate, and consistent
responses to customer queries, improving overall service efficiency.
Key Objectives:
● Automate routine tasks to reduce human agent workload.
● Provide 24/7 customer support to enhance accessibility.
● Ensure fast response times for better customer experience.
● Handle complex queries with continuous learning for more personalized
service.
This project aims to improve customer satisfaction while optimizing support
processes.
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Chandigarh University
Computer Science and Engineering
Scope of the Project
This project focuses on developing an AI-driven customer support bot to
automate responses and provide assistance across various customer queries. It
covers the integration of Natural Language Processing (NLP) for
understanding customer inputs and Machine Learning (ML) for improving
response accuracy over time.
Scope Includes:
● Development of an AI bot for automating customer support tasks.
● Integration with customer service platforms for seamless operations.
● Training the AI model to handle common and complex customer
inquiries.
● Providing real-time, 24/7 support to users.
The project will not cover the development of a full-fledged customer service
system but will focus on enhancing the existing processes through AI
automation.
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Chandigarh University
Computer Science and Engineering
Planning and Task Definitions
Project Planning
Phase 1: Research & Analysis – Identify requirements, challenges, and AI
tools.
Phase 2: Design & Architecture – Define bot workflow, select technologies.
Phase 3: Development – Build backend (AI, database, APIs) and frontend (UI,
chatbot interface).
Phase 4: Testing & Refinement – Conduct unit testing, train bot, improve
responses.
Phase 5: Deployment – Deploy bot across web, mobile, and CRM platforms.
Phase 6: Monitoring & Updates – Track performance, gather feedback, and
optimize.
Task Definitions
● Requirement Analysis – Define bot use cases and features.
● System Design – Plan AI model, database, and user interface.
● Backend Development – Implement NLP, AI, and API connections.
● Frontend Development – Build UI and enable multi-channel support.
● Training & Optimization – Improve bot accuracy with real data.
● Testing & Debugging – Ensure security, accuracy, and smooth
performance.
● Deployment – Integrate with websites, mobile apps, and CRM.
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Chandigarh University
Computer Science and Engineering
Code Snippet
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Chandigarh University
Computer Science and Engineering
References
OpenAI GPT: [Link]
Google Dialogflow: [Link]
IBM Watson Assistant: [Link]
Rasa Open Source AI: [Link]
TensorFlow AI Models: [Link]
AI Chatbots Research Paper: [Link]
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