Design of a RAG-Based Customer Service Chatbot Enhanced with Knowledge Graph and GPT Evaluation: A Case Study in the Import Trade Industry

Amid the wave of digital transformation and customer service automation, traditional chatbots are increasingly challenged by their inability to handle unstructured data and complex queries. This issue is particularly critical in the import trade industry, where customer service representatives must respond promptly to diverse inquiries involving quality anomalies, order tracking, and product substitution. Existing rule-based or keyword-driven chatbots often fail to provide accurate responses, resulting in reduced customer satisfaction and increased operational burdens. This study proposes and implements a “Retrieval-Augmented Generation (RAG)-based Customer Service Chatbot,” integrating the RAG framework with a Neo4j-based knowledge graph, specifically tailored for the import trade domain. The system constructs a dedicated QA dataset, knowledge graph, and dynamic learning mechanism. It semantically vectorizes internal documents, meeting records, quality assurance procedures, and historical dialogues, establishing interrelated knowledge nodes to enhance the chatbot’s comprehension and response accuracy. The study also incorporates GPT-based response evaluation and a high-score caching strategy, enabling dynamic learning and knowledge enhancement. Experiments were conducted using 101 representative enterprise-level queries across six categories, reflecting real-world operational scenarios and inquiry needs. The results demonstrate that the combination of knowledge graphs and RAG technology effectively reduces AI hallucinations and improves response coverage and accuracy, thereby addressing complex problems in customer service applications. This paper not only presents a feasible AI implementation model for the import trading industry but also offers a practical architectural reference for domain-specific knowledge management in the import trade and allied sectors.