Shopee AI Customer Service Assistant
Shopee AI Customer Service Assistant
An AI-powered chatbot prototype utilizing OpenAI's API to categorize user message intents and automatically draft and send replies.
Features
- Automatic categorization of customer inquiries by intent
- AI-generated draft responses to common customer questions
- Integration with Shopee's customer service platform
- Intent analysis and response prioritization
Technical Stack
- OpenAI API
- JavaScript/TypeScript
- Node.js backend
- Shopee API integration
- Natural Language Processing (NLP)
Lessons Learned
Developing the Shopee AI Customer Service Assistant revealed important insights into the practical application of AI in customer service contexts. While the system showed promise in handling straightforward inquiries, it struggled significantly with complex or nuanced customer requests that required context or specialized knowledge.
I found that the system worked best when simplifying customer requests to their core elements, but this often came at the expense of personalization and accuracy. The confidence level in the AI's responses was frequently lower than desired for customer-facing applications.
A key technical challenge was my limited experience with Selenium for web automation and managing contextual data for ongoing conversations. This project highlighted the importance of providing AI systems with robust contextual information and the need for human oversight in customer service automation.
Overall, this prototype demonstrated both the potential and current limitations of AI in customer service applications, particularly in e-commerce environments where requests can vary widely in complexity and context.