ONLINE CHATBOT BASED TICKETING SYSTEM FOR CSMVS

Abstract

Museums play a vital role in preserving cultural heritage while providing accessible and engaging experiences for diverse visitors. However, conventional counter-based ticketing often results in long queues, delayed ticket issuance, manual errors, and limited accessibility during peak hours and special exhibitions. This work presents an Online Chatbot Based Ticketing System for Chhatrapati Shivaji Maharaj Vastu Sangrahalaya (CSMVS), integrating a SvelteKit web interface, Google Dialogflow ES, and a Node.js backend to automate conversational ticket booking. The system uses structured booking data comprising visitor details, preferred language, visit dates, ticket categories, show or exhibition information, ticket quantities, availability, pricing, payment status, and booking status. Data preprocessing includes validation of visitor inputs, date verification, quantity constraints, ticket-category standardisation, missing-value handling, and availability consistency checks before transaction processing. The conversational workflow employs intent classification, entity extraction, and slot filling to support gate-entry, exhibition, show bookings, FAQs, and multilingual interactions. The implemented models and components include Dialogflow ESbased conversational processing with Node.js fulfilment and PostgreSQL data management. Evaluation uses response correctness, booking completion, availability handling, multilingual recognition, payment processing, cancellation, duplicate booking prevention, and error resilience. All ten evaluated test cases achieved a pass rate of 100%, demonstrating reliable end-to-end functionality. The proposed solution improves ticketing accessibility, reduces manual effort and waiting time, minimises booking errors, and provides structured data for efficient visitor and capacity management.