Desenvolvimento de um Bot Inteligente para Atendimento ao Cliente com Base em Perguntas Frequentes Usando o Modelo GPT com Fine-Tuning.

Abstract

The growing presence of technological advancements across various fields of study, production, and service delivery in society is remarkable, and among these, the customer service sector stands out. Given the need to optimize the customer journey and enhance customer loyalty and satisfaction while also keeping up with its competition, more and more companies are investing in technologies aimed at improving customer service. Among these technologies, chatbots are particularly noteworthy, as they allow the automation of certain stages of the customer journey while striving to maintain the desired quality and satisfaction. This work addresses the development of an intelligent customer service bot, based on fine-tuning techniques applied on the GPT model. The training dataset consists of frequently asked questions (FAQs), extracted from real customer interactions within a Customer Relationship Management (CRM) system. The proposal aims to meet the system's demand to deliver a satisfactory and efficient service experience, thereby aligning with the necessary aspects to remain competitive in the customer service market.