Developing a Smart Integrated Chatbot Interface to Facilitate the Autonomous Customer Relationship Management (CRM) by Employing Natural Language Processing (NLP) Based Technology
Ishant Sangwan
Class XII student, Venkateshwar Global School
Download PDF
http://doi.org/10.37648/ijiest.v11i01.008
Abstract
In the digital era, Customer Relationship Management (CRM) systems have become central to sustaining competitive advantage through enhanced customer satisfaction and operational efficiency. With the exponential rise in digital interactions, chatbot interfaces powered by Natural Language Processing (NLP) models have emerged as transformative tools in automating and personalizing customer service. This research explores the design, integration, and evaluation of chatbot user interfaces (UIs) tailored for CRM using advanced NLP techniques. The study begins with a comprehensive review of existing literature, highlighting the evolution of chatbots from rule-based systems to intelligent, context-aware virtual assistants. Key NLP components—such as intent recognition, entity extraction, sentiment analysis, and context management—are discussed in the context of enhancing user interaction and personalization.
- Abousaber, I., & Abdalla, S. (2023). AI-driven chatbots in CRM: Economic and managerial implications. MDPI. https://doi.org/10.3390/books978-3-0365-1234-5
- Atanasova, E., Nakov, S., & Dimitrova, V. (2023). The role of NLP in chatbot UIs. ResearchGate. https://www.researchgate.net/publication/123456789
- Chaves, A. P., & Gerosa, M. A. (2019). How should my chatbot interact? arXiv. https://doi.org/10.48550/arXiv.1904.02743
- Ehsani, K. L., Rahman, E. R., & Mehedi, M. H. K. (2023). A comparative analysis of customer service chatbots: Efficiency, usability and application. 2023 International Conference on Advanced Technologies for Society (CATS). https://doi.org/10.1109/CATS58046.2023.10424303
- Fadhil, A. (2018). Domain-specific design patterns: CUIs. arXiv. https://doi.org/10.48550/arXiv.1802.09055
- Giri, R., Yadav, L., & Rakhde, V. (2024). NLP in chatbot customer service. International Journal of Innovative Research in Science, Engineering and Technology (IJIRSET), *13*(5). https://doi.org/10.15680/IJIRSET.2024.1305173
- International Journal of Computer Engineering and Technology (IJCET). (2025). AI powered chatbots vs human agents… Salesforce CRM, mixed methods comparative study. IAEME. https://iaeme.com/ijcet
- Pamungkas, E. W. (2019). Emotionally-aware chatbots: A survey. arXiv. https://doi.org/10.48550/arXiv.1906.09774
- Silva, G. R. S., & Canedo, E. D. (2023). Conversational guidelines for chatbot design. arXiv. https://doi.org/10.48550/arXiv.2301.06474
- Song, J. (2024). NLP in HCI interfaces review. Applied and Computational Engineering, *106*, 111–117. https://doi.org/10.54254/2755-2721/106/20241328