Natural language processing techniques in textual conversational artificial intelligence

Abstract

Introduction: the internet is advancing at every moment changing the technological landscape of virtual interaction or communication, forcing companies and industries to venture into improving the experience of their customers, which is not only in having websites, social networks and others, but it also leads to improve communication channels and how to interact with each of them. Chatbots allow customers to interact with companies anywhere and at any time, which solves the main problem of costs of call centers or schedules of attention by WhatsApp messages. By adding artificial intelligence based on natural language processing, textual interaction is improved, going from programmed responses to understanding the intention of a user, regardless of the fact that the wording is not specific to our database. Objective: this article aims to analyze bibliographic information on the different AI programming techniques based on NLP and applied to chatbots for textual conversations. Methodology: being literature review research, it is framed in the qualitative methodology, seeking relevant data on the topic of study. Results: the analysis of the different techniques within the creation of chatbots and their implementations will be presented. Conclusions: a complete analysis of the technique with the best benefits at the moment of creating an intelligent agent capable of maintaining a conversation in natural language and interpreting the users' intention will be presented.