DEVELOPMENT OF AN ARTIFICIAL INTELLIGENCE-BASED CHATBOT SYSTEM FOR PET DOG CARE CONSULTATION IN VIETNAM

Abstract

The growing demand for veterinary services in Vietnam, especially for dog nutrition, vaccination, and preventive health, has placed pressure on clinics due to limited staff and repetitive consultations. This study developed and evaluated an artificial intelligence-based chatbot system to provide accessible and reliable dog care consultation in Vietnamese. System requirements were identified through consultations with veterinarians and pet owners, and the chatbot was built on the Chatfuel platform with a modular architecture that included natural language processing, dialogue management, and a validated veterinary knowledge base. Deployed on Facebook Messenger, the chatbot delivered automated responses across four domains, including nutrition, vaccination, symptom recognition, and emergency first aid, supported by more than 150 structured templates. Technical evaluation showed stable performance, with an average response time of 1.2 seconds, intent recognition accuracy of 87%, and an automation rate of 82%. Pilot testing with 30 dog owners over two weeks recorded 426 queries, of which vaccination (41%) and nutrition (33%) were the most frequent topics. User satisfaction was high, with 86% of participants reporting positive experiences, while veterinary staff confirmed a reduction in repetitive consultations that enabled them to focus on specialized cases. These findings demonstrate the feasibility and value of chatbots for dog care consultation in Vietnam and highlight future opportunities to enhance system performance through advanced natural language models, multi-platform deployment, and expansion to other companion animals.

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