An Educational CRM Chatbot for Learning Management System

Abstract

An educational customer relationship management (CRM) Chatbot is a learner support service automation tool that enhances the human computer interaction and user experience in higher education institutions through effective online conversation and information exchange. The machine with embedded knowledge is trained to identify the sentences and taking a right decision itself in response to answer a question. An E-learning platform is a web-based platform designed to streamline the administration, delivery of online educational courses and training programs. It serves as a centralized hub where educators, learners, and administrators can interact, collaborate, and access learning resources anytime, anywhere. The research objective is to design and build a E-Learning Management System with CRM chatbot for effective user interaction. A website is developed for managing course materials in the form of videos, flip-books and quiz using HTML, CSS, JavaScript, PHP, and MySQL. Students can access the course materials from anywhere and anytime. The queries may arise from user at any moment. In this case, the chat bot will primarily assist students and will respond to queries by guiding them through the functionalities and features of this application at any time. Chatbot will enhance customer service. This proposed CRM-chatbot uses natural language processing (NLP) and Feed forward Neural Network model to understand students questions and automate responses to them.