A Hybrid NLP-Generative AI Framework for Enhancing SME Customer Support Through Intelligent Multilingual Chatbots

The small and medium sized enterprises (SMEs) based in Tamil Nadu and domains like supermarket, travel, finance, beauty, textile, health etc face difficulty in providing 24/7 customer support due to financial and manpower constraints.Due to poor and limited customer support,the enterprises have poor customer retention, thereby affecting their turnover and business.In order to automate the customer support sector and improve business turnover,we have come up with a Hybrid AI-powered customer intelligent chatbot with Tamil and English support.It is based on Natural Language Processing(NLP) and Large Language Models(LLMs) to address user queries and concerns and is domain trained on general queries varying across various domains ensuring that the responses are context aware and accurate.The generated chatbot can be deployed as a website widget,landing page or telegram bot.To ease the analytics measurement,The SaaS platform comes with a built-in dashboard which measures the number of messages generated in each language,resolution rate and number of escalated queries.It also comes with a per conversation or subscription based fee structure and therefore provide SMEs with an efficient and affordable to improve customer experience through AI Based support.