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Building ChatGPT Like Chatbot for Magento 2 Using Custom Datasets and LLM

Updated 18 April 2024

In the age of NLP models, Generative AI, Language Model providing excellent customer support and personalized experiences is a must for online commerce success.

One effective way to achieve this is by implementing a ChatGPT like chatbot to assist customers with their inquiries, offer recommendations, and provide support.

In this article, we will explore the process of building a ChatGPT like chatbot for Magento 2 using custom datasets and the power of large language models (LLM).

By leveraging today’s artificial intelligence and machine learning tools, we can create an intelligent and context-aware chatbot tailored to the needs of your Magento 2 store.

1. Defining the Scope and Purpose of Your Chatbot

To begin with, it is essential to know the specific scope and purpose of your chatbot within the context of a Magento 2 store.

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Although language models and e-commerce together have great potential, you still need to define, what your chatbot will do.


For example, you may want your chatbot to work for both storefront and backend users. So for the front end, it can handle product queries, assist customers with order status questions, provide recommendations, or offer general help.

Now for the backend, the chatbot can assist the store admin with troubleshooting, guidance, configuration, and much more. Let’s take a closer look at some of the scenarios:

a) Product Inquiries

Your chatbot can answer questions about product features, stock availability, pricing, and specifications. For instance, a customer might ask, “Is this laptop compatible with Windows 11?” or “Does this phone support 5G?”

The chatbot should be able to understand the question and provide an accurate response based on the product catalog in your Magento 2 store.

b) Order Status Queries

Customers often want to know the status of their orders. Your chatbot can retrieve information from the Magento 2 order management system and provide updates to customers.

For example, a customer might ask, “Where is my package?” The chatbot should be able to fetch the relevant details via Shipping API and inform the customer about the delivery status.

c) Recommendations

A chatbot can remember customer preferences (size, brands), purchase history, and browsing behaviour to offer personalized product recommendations in Magento 2.

For instance, if a customer asks, “Can you suggest a pair of running shoes for me?” the chatbot should analyze the customer’s preferences (like the size – UK 8, brands – Nike, Adidas) and recommend suitable options (like colours) from the Magento 2 store.

d) General Support

Your chatbot can provide general assistance to customers, answer frequently asked questions, provide store information, and guide users through everyday tasks like account registration or password resets.

For example, a customer might ask, “How can I return a product?”. The chatbot should be able to provide step-by-step instructions on the return process or Creating RMA Request in Magento 2.

e) Chatbot for Backend Admin

Magento is a very comprehensive e-commerce platform and it comes with exhaustive features and settings. A ChatGPT-like chatbot for Magento 2 can help admin users by guiding them to set up or configure if they are not unable to do it.

An AI-powered chatbot can understand natural language via NLP and provide step-by-step guidance to their queries. For example, the admin can ask:

  • “How can I create coupon codes for my products?”
  • “Why this error message is coming and how can I resolve it?”
  • “What are my top-selling products and categories last month?”
  • “Is there anything I can do to make my Magento 2 store more secure?”
  • “How can I create more admin users with different roles and permissions?”

Moreover, the admin can create product content using the Magento 2 ChatGPT extension, harnessing the power of Generative AI (GenAI) technology.

2. Collecting and Preparing Custom Datasets

To train your chatbot effectively, you’ll need a dataset that includes relevant conversations and corresponding responses.


These conversations can be real interactions from customer support or synthesized conversations covering various scenarios.

This is where the LangChain framework can help to connect your own sources of data to train your language model. Further reading, how LangChain in Ecommerce is useful.

Now let us dive into the process of collecting and preparing your custom datasets:

a) Real Interactions

If you have access to previous customer support conversations in your Magento 2 Helpdesk system, use them to create a training dataset.

You may also include live chat transcripts of past interactions as additional training data. These transcripts can provide valuable examples of real conversations and help the chatbot better understand common queries and the appropriate responses.

All in all, we should ensure the dataset covers a wide range of questions, including product-related, order-related, and general support interactions. Including both customer queries and agent responses to create a comprehensive dataset.

b) Synthesized Conversations

If in case the real conversations are not available or insufficient, you can synthesize conversations that cover various scenarios.

Create fictional customer queries and corresponding responses to simulate different use cases. Ensure the synthesized conversations represent the typical interactions customers may have with your Magento 2 store.

c) Product Catalog

The chatbot should have access to Magento 2 catalog database with detailed information about the products available in the store. This includes product attributes, descriptions, prices, stock availability, and customer reviews.

By incorporating this data, the chatbot can provide detailed and up-to-date product information to customers.

d) Customer Data

We can utilize customer data stored in Magento 2, such as purchase history, preferences, and browsing behavior. This data can be used to personalize the chatbot’s responses, offer tailored recommendations, and provide a more personalized shopping experience.

By leveraging each customer data, the chatbot can understand customers’ preferences and make relevant suggestions.

e) Order Management System

We need to connect the chatbot with the Magento 2 order management systems to access order-related information. This includes order status, tracking details, shipping information, and return policies.

By incorporating this data, the chatbot can provide real-time updates on order statuses, answer queries about shipping and delivery, and guide customers through.

f) FAQs and Knowledge Base

Integrate the chatbot with your Magento 2 store’s FAQs and knowledge base. This allows the chatbot to provide quick and accurate responses to commonly asked questions.

By leveraging existing resources, the chatbot can provide self-service options to customers and reduce the load on customer support agents.

Now, once you have your dataset, it’s crucial to preprocess and clean it before training your chatbot. This step involves removing irrelevant or sensitive information, correcting inconsistencies, and structuring the dataset appropriately.

Perform tasks like tokenization, stemming, and removing stop words to prepare the dataset for training.

3. Training Language Model

The language model forms the foundation of your ChatGPT like chatbot for Magento 2, generating responses based on the input it receives. Here’s an overview of the training process:


a) Supervised Fine-Tuning

You can train the language model using supervised fine-tuning, where you provide pairs of customer queries and agent responses from your custom dataset.

Fine-tuning helps the model adapt to your specific domain and generate more relevant and context-aware responses. Train the model using the available resources, taking into account the complexity of your project.

b) Reinforcement Learning

For more advanced projects, reinforcement learning can be used to train the language model. It involves an iterative process where the model interacts with the environment, receives feedback on its responses, and learns to optimize its performance.

Reinforcement learning can help the model improve its conversational abilities and provide more accurate and helpful responses over time.

4. Fine-Tuning the Model with Custom Datasets

Once you have a pre-trained language model, fine-tuning it with your custom dataset is essential to align the model with the specific requirements of your Magento 2 store.

Fine-tuning allows the model to learn from your dataset and generate responses tailored to your domain. Here’s how you can fine-tune the model:


a) Input Configuration

Prepare your custom dataset in a suitable format, such as CSV or JSON, with the customer queries and corresponding agent responses. Ensure the dataset is well-structured and ready for fine-tuning.

b) Fine-Tuning Process

Follow OpenAI’s guidelines for fine-tuning GPT models. Fine-tuning involves providing your custom dataset to the pre-trained model and training it on your target task for chatbot development.

Adjust the hyperparameters, such as the learning rate and batch size, based on your specific requirements and available computing resources.

c) Iterative Refinement

Fine-tuning may require several iterations to achieve optimal results. Evaluate the performance of the chatbot using validation data and iterate on the fine-tuning process to improve its accuracy, intent recognition and coherence. Monitor the model’s progress closely and make adjustments as necessary.

5. Integrating ChatGPT Like Chatbot with Magento 2

To make your chatbot interact with the Magento 2 platform, you’ll need to integrate it into the existing system. Magento provides various integration options, such as using the REST API or creating a custom module. Consider the following integration steps:


a) Communication Channels

Determine the communication channels through which customers will interact with the chatbot. This can include a chat widget embedded on your website, a dedicated chat page, CMS pages or an API endpoint for integration with third-party platforms.

b) Magento Integration

Implement the necessary components to establish communication between the chatbot and the Magento 2 store. Use the available integration options to fetch product information, order data, and other relevant details from the Magento 2 platform.

Ensure the chatbot can provide accurate and up-to-date information to customers based on the Magento 2 store’s data.

c) Testing and Iterating

Thorough testing is crucial to ensure your chatbot meets the desired functionality and provides accurate responses. Utilize both automated testing methods, such as unit tests, and manual testing with real users. Consider the following aspects when testing your chatbot:

d) Functional Testing

Test various scenarios, such as different types of product inquiries, order status queries, and general support interactions. Verify that the chatbot understands the customer’s intent, sentiment analysis, retrieves the necessary information from Magento 2, and generates appropriate responses.

e) Coherence and Accuracy

Evaluate the coherence and accuracy of the chatbot’s responses. Ensure the responses align with the customer’s query and provide relevant and helpful information. Address any issues related to irrelevant or nonsensical responses and refine the chatbot accordingly.

d) User Experience

Pay attention to the user experience during interactions with the chatbot. Ensure the chatbot’s responses are prompt and the interface is intuitive. Collect user feedback and make iterative improvements to enhance Conversational AI.

7. Deployment and Monitoring

Once you are satisfied with the performance of your Magento 2 ChatGPT chatbot, deploy it to a production environment. Monitor its usage, collect user feedback, and continuously refine and update your chatbot to meet evolving customer needs.

Consider the following aspects during deployment and monitoring:

build chatgpt chatbot magento 2

a) Privacy and Data Protection

Ensure compliance with user privacy and data protection guidelines. Handle customer data securely and responsibly, adhering to applicable regulations and best practices. Like making sure your Magento 2 comply with GDPR.

b) Continuous Improvement

Regularly analyze user feedback and usage patterns to identify areas for improvement. Consider implementing mechanisms for users to provide feedback and report issues, allowing you to address concerns promptly and enhance the chatbot’s performance.

In Summary

Building a Magento 2 ChatGPT Chatbot using custom datasets and the language model approach offers a powerful way to enhance customer experiences and provide personalized support.

By defining the chatbot’s scope, collecting and preparing custom datasets, training the language model, fine-tuning with your specific data, integrating with Magento 2, testing, and iterating, you can create an intelligent chatbot that meets the needs of your Magento 2 store for both frontend customers and backend admin users.

Also, explore Webkul’s large language model development services, integrating Artificial General Intelligence (AGI), NLP, and other Machine Learning technologies into your business.

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