Artificial intelligence and natural language processing (NLP) are increasingly being used in customer service to interact with users and answer their questions. The goal of this systematic review is to examine existing research on the use of NLP technology in customer service, including the research domain, applications, datasets used, and evaluation methods. The review also looks at the future direction of the field and any significant limitations. The review covers the time period from 2015 to 2022 and includes papers from five major scientific databases. Chatbots and question-answering systems were found to be used in 10 main fields, with the most common use in general, social networking, and e-commerce areas. Twitter was the second most commonly used dataset, with most research also using their own original datasets. Accuracy, precision, recall, and F1 were the most common evaluation methods. Future work aims to improve the performance and understanding of user behavior and emotions, and address limitations such as the volume, diversity, and quality of datasets. This review includes research on different spoken languages and models and techniques.

Automatic Arabic handwritten recognition is one of the recently studied problems in the field of Machine Learning. Unlike Latin languages, Arabic is a Semitic language that forms a harder challenge, especially with variability of patterns caused by factors such as writer age. Most of the studies focused on adults, with only one recent study on children. Moreover, much of the recent Machine Learning methods focused on using Convolutional Neural Networks, a powerful class of neural networks that can extract complex features from images. In this paper we propose a convolutional neural network (CNN) model that recognizes children handwriting with an accuracy of 91% on the Hijja dataset, a recent dataset built by collecting images of the Arabic characters written by children, and 97% on Arabic Handwritten Character Dataset. The results showed a good improvement over the proposed model from the Hijja dataset authors, yet it reveals a bigger challenge to solve for children Arabic handwritten character recognition. Moreover, we proposed a new approach using multi models instead of single model based on the number of strokes in a character, and merged Hijja with AHCD which reached an averaged prediction accuracy of 96%.