  Customer service is the lifeblood of any business. Excellent customer service
not only generates return business but also creates new customers. Looking at
the demanding market to provide a 24/7 service to customers, many organisations
are increasingly engaged in popular social media and text messaging platforms
such as WhatsApp and Facebook Messenger in providing a 24/7 service to
customers in the current demanding market. In this paper, we present an intent
matching based customer services chatbot (IMCSC), which is capable of replacing
the customer service work of sales personnel, whilst interacting in a more
natural and human-like manner through the employment of Natural Language
Understanding (NLU). The bot is able to answer the most common frequently asked
questions and we have also integrated features for the processing and exporting
of customer orders to a Google Sheet.
