{"id":"https://openalex.org/W7121522752","doi":"https://doi.org/10.1186/s40537-025-01351-y","title":"Building an effective chatbot for optimizing the debt collection process through large language models","display_name":"Building an effective chatbot for optimizing the debt collection process through large language models","publication_year":2026,"publication_date":"2026-01-11","ids":{"openalex":"https://openalex.org/W7121522752","doi":"https://doi.org/10.1186/s40537-025-01351-y"},"language":"en","primary_location":{"id":"doi:10.1186/s40537-025-01351-y","is_oa":true,"landing_page_url":"https://doi.org/10.1186/s40537-025-01351-y","pdf_url":null,"source":{"id":"https://openalex.org/S2737955091","display_name":"Journal Of Big Data","issn_l":"2196-1115","issn":["2196-1115"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Big Data","raw_type":"journal-article"},"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://doi.org/10.1186/s40537-025-01351-y","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5001547746","display_name":"Keerthana Sivamayilvelan","orcid":null},"institutions":[{"id":"https://openalex.org/I932239252","display_name":"SASTRA University","ror":"https://ror.org/032jk8892","country_code":"IN","type":"education","lineage":["https://openalex.org/I932239252"]}],"countries":["IN"],"is_corresponding":true,"raw_author_name":"Keerthana Sivamayilvelan","raw_affiliation_strings":["Department of CSE, Srinivasa Ramanujan Centre, SASTRA Deemed University, Kumbakonam, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of CSE, Srinivasa Ramanujan Centre, SASTRA Deemed University, Kumbakonam, India","institution_ids":["https://openalex.org/I932239252"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5120447616","display_name":"Elakkiya Rajasekar","orcid":null},"institutions":[{"id":"https://openalex.org/I4210164135","display_name":"Birla Institute of Technology and Science, Pilani - Dubai Campus","ror":"https://ror.org/05jnbme07","country_code":"AE","type":"education","lineage":["https://openalex.org/I4210164135","https://openalex.org/I74796645"]}],"countries":["AE"],"is_corresponding":true,"raw_author_name":"Elakkiya Rajasekar","raw_affiliation_strings":["Department of Computer Science, BITS Pilani, Dubai, United Arab Emirates"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Computer Science, BITS Pilani, Dubai, United Arab Emirates","institution_ids":["https://openalex.org/I4210164135"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5053209487","display_name":"V. Subramaniyaswamy","orcid":"https://orcid.org/0000-0001-5328-7672"},"institutions":[{"id":"https://openalex.org/I876193797","display_name":"Vellore Institute of Technology University","ror":"https://ror.org/00qzypv28","country_code":"IN","type":"education","lineage":["https://openalex.org/I876193797"]}],"countries":["IN"],"is_corresponding":true,"raw_author_name":"Subramaniyaswamy Vairavasundaram","raw_affiliation_strings":["School of Computer Science and Engineering, Vellore Institute of Technology, Vellore, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Computer Science and Engineering, Vellore Institute of Technology, Vellore, India","institution_ids":["https://openalex.org/I876193797"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5122730742","display_name":"Santhi Balachandran","orcid":null},"institutions":[{"id":"https://openalex.org/I932239252","display_name":"SASTRA University","ror":"https://ror.org/032jk8892","country_code":"IN","type":"education","lineage":["https://openalex.org/I932239252"]}],"countries":["IN"],"is_corresponding":true,"raw_author_name":"Santhi Balachandran","raw_affiliation_strings":["Department of CSE, Srinivasa Ramanujan Centre, SASTRA Deemed University, Kumbakonam, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of CSE, Srinivasa Ramanujan Centre, SASTRA Deemed University, Kumbakonam, India","institution_ids":["https://openalex.org/I932239252"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5122738484","display_name":"Ketan Kotecha","orcid":null},"institutions":[{"id":"https://openalex.org/I126527374","display_name":"Peoples' Friendship University of Russia","ror":"https://ror.org/02dn9h927","country_code":"RU","type":"education","lineage":["https://openalex.org/I126527374"]},{"id":"https://openalex.org/I244572783","display_name":"Symbiosis International University","ror":"https://ror.org/005r2ww51","country_code":"IN","type":"education","lineage":["https://openalex.org/I244572783"]}],"countries":["IN","RU"],"is_corresponding":true,"raw_author_name":"Ketan Kotecha","raw_affiliation_strings":["Peoples\u2019 Friendship University of Russia, RUDN University, Moscow, Russia","Symbiosis Centre for Applied Artificial Intelligence, Symbiosis Institute of Technology, Pune, Symbiosis International (Deemed University), Pune, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Peoples\u2019 Friendship University of Russia, RUDN University, Moscow, Russia","institution_ids":["https://openalex.org/I126527374"]},{"raw_affiliation_string":"Symbiosis Centre for Applied Artificial Intelligence, Symbiosis Institute of Technology, Pune, Symbiosis International (Deemed University), Pune, India","institution_ids":["https://openalex.org/I244572783"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5044989890","display_name":"Ambarish Kulkarni","orcid":"https://orcid.org/0000-0003-4647-4511"},"institutions":[{"id":"https://openalex.org/I57093077","display_name":"Swinburne University of Technology","ror":"https://ror.org/031rekg67","country_code":"AU","type":"education","lineage":["https://openalex.org/I57093077"]}],"countries":["AU"],"is_corresponding":true,"raw_author_name":"Ambarish Kulkarni","raw_affiliation_strings":["School of Engineering, Swinburne University of Technology, Hawthorn, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Engineering, Swinburne University of Technology, Hawthorn, Australia","institution_ids":["https://openalex.org/I57093077"]}]}],"institutions":[],"countries_distinct_count":4,"institutions_distinct_count":6,"corresponding_author_ids":["https://openalex.org/A5001547746","https://openalex.org/A5044989890","https://openalex.org/A5053209487","https://openalex.org/A5120447616","https://openalex.org/A5122730742","https://openalex.org/A5122738484"],"corresponding_institution_ids":["https://openalex.org/I126527374","https://openalex.org/I244572783","https://openalex.org/I4210164135","https://openalex.org/I57093077","https://openalex.org/I876193797","https://openalex.org/I932239252"],"apc_list":{"value":1990,"currency":"USD","value_usd":1990},"apc_paid":{"value":1990,"currency":"USD","value_usd":1990},"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.04916005,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"13","issue":"1","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.2734000086784363,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.2734000086784363,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T11653","display_name":"Financial Distress and Bankruptcy Prediction","score":0.0568000003695488,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11995","display_name":"FinTech, Crowdfunding, Digital Finance","score":0.05209999904036522,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/chatbot","display_name":"Chatbot","score":0.9118000268936157},{"id":"https://openalex.org/keywords/payment","display_name":"Payment","score":0.638700008392334},{"id":"https://openalex.org/keywords/data-collection","display_name":"Data collection","score":0.5396999716758728},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.5008000135421753},{"id":"https://openalex.org/keywords/baseline","display_name":"Baseline (sea)","score":0.4083999991416931},{"id":"https://openalex.org/keywords/ontology","display_name":"Ontology","score":0.39989998936653137}],"concepts":[{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.9118000268936157},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7720999717712402},{"id":"https://openalex.org/C145097563","wikidata":"https://www.wikidata.org/wiki/Q1148747","display_name":"Payment","level":2,"score":0.638700008392334},{"id":"https://openalex.org/C133462117","wikidata":"https://www.wikidata.org/wiki/Q4929239","display_name":"Data collection","level":2,"score":0.5396999716758728},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.5008000135421753},{"id":"https://openalex.org/C12725497","wikidata":"https://www.wikidata.org/wiki/Q810247","display_name":"Baseline (sea)","level":2,"score":0.4083999991416931},{"id":"https://openalex.org/C25810664","wikidata":"https://www.wikidata.org/wiki/Q44325","display_name":"Ontology","level":2,"score":0.39989998936653137},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.3767000138759613},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.3409000039100647},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.33390000462532043},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.31779998540878296},{"id":"https://openalex.org/C137293760","wikidata":"https://www.wikidata.org/wiki/Q3621696","display_name":"Language model","level":2,"score":0.31049999594688416},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.29980000853538513},{"id":"https://openalex.org/C120527767","wikidata":"https://www.wikidata.org/wiki/Q3196867","display_name":"Debt","level":2,"score":0.2939000129699707},{"id":"https://openalex.org/C2911011789","wikidata":"https://www.wikidata.org/wiki/Q130741","display_name":"Hallucinating","level":2,"score":0.2904999852180481},{"id":"https://openalex.org/C204321447","wikidata":"https://www.wikidata.org/wiki/Q30642","display_name":"Natural language processing","level":1,"score":0.2768000066280365},{"id":"https://openalex.org/C2776224158","wikidata":"https://www.wikidata.org/wiki/Q187931","display_name":"Phrase","level":2,"score":0.26089999079704285}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1186/s40537-025-01351-y","is_oa":true,"landing_page_url":"https://doi.org/10.1186/s40537-025-01351-y","pdf_url":null,"source":{"id":"https://openalex.org/S2737955091","display_name":"Journal Of Big Data","issn_l":"2196-1115","issn":["2196-1115"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Big Data","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:8717acc783814d00922ae5dec2e7fdb5","is_oa":true,"landing_page_url":"https://doaj.org/article/8717acc783814d00922ae5dec2e7fdb5","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Journal of Big Data, Vol 13, Iss 1, Pp 1-35 (2026)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.1186/s40537-025-01351-y","is_oa":true,"landing_page_url":"https://doi.org/10.1186/s40537-025-01351-y","pdf_url":null,"source":{"id":"https://openalex.org/S2737955091","display_name":"Journal Of Big Data","issn_l":"2196-1115","issn":["2196-1115"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Big Data","raw_type":"journal-article"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":48,"referenced_works":["https://openalex.org/W2788025656","https://openalex.org/W2953965525","https://openalex.org/W2968687974","https://openalex.org/W2981040875","https://openalex.org/W2987198609","https://openalex.org/W3084402488","https://openalex.org/W3138009402","https://openalex.org/W3197210064","https://openalex.org/W3216066124","https://openalex.org/W4205607981","https://openalex.org/W4223974317","https://openalex.org/W4280514076","https://openalex.org/W4289181454","https://openalex.org/W4293434151","https://openalex.org/W4310013385","https://openalex.org/W4319971637","https://openalex.org/W4322766882","https://openalex.org/W4366282142","https://openalex.org/W4366779294","https://openalex.org/W4377291971","https://openalex.org/W4379931425","https://openalex.org/W4380078491","https://openalex.org/W4381616286","https://openalex.org/W4382052615","https://openalex.org/W4382196758","https://openalex.org/W4384160615","https://openalex.org/W4384200891","https://openalex.org/W4385153959","https://openalex.org/W4385407701","https://openalex.org/W4386701626","https://openalex.org/W4387418484","https://openalex.org/W4387761391","https://openalex.org/W4388460483","https://openalex.org/W4388794255","https://openalex.org/W4388994251","https://openalex.org/W4389399241","https://openalex.org/W4389977189","https://openalex.org/W4391036703","https://openalex.org/W4391074521","https://openalex.org/W4391578379","https://openalex.org/W4391849521","https://openalex.org/W4391855109","https://openalex.org/W4392570944","https://openalex.org/W4392667162","https://openalex.org/W4392925654","https://openalex.org/W4392936081","https://openalex.org/W4394630908","https://openalex.org/W4411954857"],"related_works":[],"abstract_inverted_index":{"Chatbots":[0],"serve":[1],"as":[2],"a":[3,59,93,132,179,207,230,280],"valuable":[4],"tool":[5],"for":[6,113,274],"enhancing":[7],"customer":[8,45,78],"interactions.":[9],"The":[10,181,201,261],"traditional":[11],"debt":[12,37,100,108],"collection":[13,38,101,109],"process":[14],"is":[15],"time-consuming":[16],"and":[17,64,104,166,175,286],"requires":[18],"significant":[19,189,268],"human":[20,139],"effort.":[21],"In":[22,123],"this":[23,41,127],"research,":[24],"we":[25,129],"have":[26,130],"assessed":[27],"the":[28,36,44,66,77,81,89,107,116,137,143,155,192,196,213,234,239,259,271,275],"effectiveness":[29],"of":[30,98,106],"proposed":[31,82,202],"chatbot":[32,60,90,193,256,265,273],"systems":[33],"in":[34,191,229,233,258,283,289],"optimizing":[35],"process.":[39],"Additionally,":[40],"study":[42],"examined":[43],"risk":[46,79,204],"category":[47],"based":[48],"on":[49,76],"payment":[50,86],"history":[51],"using":[52,61,69,151,178,219],"Deep":[53],"Reinforcement":[54],"Learning.":[55],"This":[56,146,242],"research":[57,243],"developed":[58],"prompt":[62,95,173],"engineering":[63,174],"handled":[65],"hallucinated":[67],"response":[68,140],"Parameter":[70],"Efficient":[71],"Fine-Tuning":[72],"techniques":[73],"(PEFT).":[74],"Based":[75],"category,":[80],"model":[83,117,171],"offers":[84],"flexible":[85],"options":[87],"via":[88],"model.":[91,241],"Crafted":[92],"customized":[94,133,147],"that":[96,135,185,225],"consists":[97],"sample":[99],"interactions,":[102],"rules,":[103],"regulations":[105],"procedure.":[110],"When":[111],"used":[112],"prolonged":[114],"periods,":[115],"may":[118],"occasionally":[119],"produce":[120],"irrelevant":[121,144],"responses.":[122],"order":[124],"to":[125,153,238],"address":[126],"issue,":[128],"created":[131],"dataset":[134,148],"captures":[136],"preferred":[138],"associated":[141],"with":[142,254,279],"response.":[145,157],"was":[149,161,187,217],"trained":[150],"PEFT":[152],"generate":[154],"relevant":[156],"A":[158],"comparative":[159],"analysis":[160,205,223],"made":[162],"between":[163,195],"GPT":[164],"3.5":[165],"Llama":[167],"2":[168],"7B":[169],"chat":[170],"through":[172],"statistically":[176],"verified":[177,218],"t-test.":[180],"experimental":[182],"results":[183,269],"showed":[184,224],"there":[186],"no":[188],"variation":[190],"performance":[194],"two":[197],"Large":[198,262],"Language":[199,263],"models.":[200],"credit":[203],"provides":[206,266],"higher":[208],"4.35%":[209],"classification":[210],"accuracy":[211],"than":[212,270],"existing":[214,255,272],"algorithms,":[215],"which":[216],"hypothesis":[220],"testing.":[221],"Statistical":[222],"LoRA":[226],"fine-tuning":[227],"resulted":[228],"25.48%":[231],"improvement":[232,282,288],"ROUGE":[235],"score":[236,285],"compared":[237],"baseline":[240],"not":[244],"only":[245],"compares":[246],"multiple":[247],"LLM-based":[248],"chatbots":[249],"but":[250],"also":[251],"evaluates":[252],"them":[253],"models":[257],"literature.":[260],"model-based":[264],"more":[267],"daily":[276],"dialog":[277],"dataset,":[278],"61.39%":[281],"BLEU":[284],"129%":[287],"ROUGE.":[290]},"counts_by_year":[],"updated_date":"2026-07-29T09:40:50.615796","created_date":"2026-01-11T00:00:00"}