The true key lies not in AI technology, but in defining the problem and designing the flow. Written by @Jeong JaeSoon

🎯 Introduction

In many customer service operations, even simple inquiries often lead to inefficient communication.

For instance, changing a flight schedule or checking a bank account can easily take 20 minutes of phone waiting time.

The most practical and scalable solution to this issue is AI Chatbots with FAQ Automation —

a system that can handle queries instantly and deliver user-satisfying responses.

This guide is for those who want to build such chatbots — a hands-on, beginner-friendly guide focused on real-world implementation.

🧩 1. Basic Structure of Chatbots and FAQ Automation

An AI chatbot is not just a “talking AI.”

It is a process that classifies and resolves problems.

The structure can be understood in three steps:

Step Role Example Technologies
1️⃣ Question Understanding (Classification) Categorize user questions FastText, Word2Vec, Morphological Analysis, Scikit-learn
2️⃣ Answer Retrieval (Search) Retrieve relevant FAQ documents or data Sentence Transformer, FAISS, ElasticSearch
3️⃣ Response Generation (Creation) Produce natural replies or follow-up questions LLM (GPT, Claude, Gemma, etc.), RAG architecture

⚙️ 2. The Core of FAQ Chatbots: “Question Classifier”

The essence of FAQ automation lies in the question: