An Intelligent Knowledge-based Chatbot for Customer Service

Eric W. T. NGAI*, Maggie C. M. LEE, Mei LUO, Patrick S. L. CHAN, Tenglu LIANG

*Corresponding author for this work

Research output: Journal PublicationsJournal Article (refereed)peer-review

60 Citations (Scopus)


This study proposes an intelligent knowledge-based conversational agent system architecture to support customer services in e-commerce sales and marketing. A pilot implementation of a chatbot for customer services is reported in a leading women’s intimate apparel manufacturing firm. The proposed system incorporates various emerging technologies, including web crawling, natural language processing, knowledge bases, and artificial intelligence. In this study, a prototype system is built in a real-world setting. The results of the system prototype evaluation are satisfactory and support the contention that the system is effective. The study also discusses the challenges and lessons learned during system implementation and the theoretical and managerial implications of this study.
Original languageEnglish
Article number101098
Pages (from-to)101098
Number of pages25
JournalElectronic Commerce Research and Applications
Early online date8 Oct 2021
Publication statusPublished - 1 Nov 2021

Bibliographical note

Funding Information:
The authors are grateful for the constructive comments of the referees on an earlier version of this paper. The first author was supported in part by The Hong Kong Polytechnic University under a grant number ZVK9.

Publisher Copyright:
© 2021 Elsevier B.V.


  • Conversational agent
  • chatbot
  • knowledge-based system
  • system design
  • case analysis


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