부산대학교 도서관

Automated customer service using modern infocommunication tools is one of the main technological trends. Chatbots that combine elements of live communication and self-service are very popular. Their main advantage is the ability to serve a large number of requests of the same type. Chatbots reduce the workload on contact center operators and enable them to deal with more complex tasks and issues. The article considered the development of a chatbot for the university admissions office. This is an actual task, since many higher education institutions are still experiencing difficulties in automating responses to routine requests from applicants. Poor information service leads to the loss of potential students. The development of a chatbot is preceded by a sociological study of the main topics of interest to applicants. Further in the text of the article, the process of developing a chat bot is given. The final section describes the mathematical model of the contact center using the chatbot, which will be used in further research.