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Evaluating Quality of Chatbots and Intelligent Conversational Agents.
TLDR
A literature review of quality issues and attributes as they relate to the contemporary issue of chatbot development and implementation is presented, and a quality assessment method based on these attributes and the Analytic Hierarchy Process is proposed and examined.Abstract:
Chatbots are one class of intelligent, conversational software agents activated by natural language input (which can be in the form of text, voice, or both). They provide conversational output in response, and if commanded, can sometimes also execute tasks. Although chatbot technologies have existed since the 1960s and have influenced user interface development in games since the early 1980s, chatbots are now easier to train and implement. This is due to plentiful open source code, widely available development platforms, and implementation options via Software as a Service (SaaS). In addition to enhancing customer experiences and supporting learning, chatbots can also be used to engineer social harm - that is, to spread rumors and misinformation, or attack people for posting their thoughts and opinions online. This paper presents a literature review of quality issues and attributes as they relate to the contemporary issue of chatbot development and implementation. Finally, quality assessment approaches are reviewed, and a quality assessment method based on these attributes and the Analytic Hierarchy Process (AHP) is proposed and examined.read more
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Journal ArticleDOI
Conversational agents in healthcare: a systematic review.
Liliana Laranjo,Adam G. Dunn,Huong Ly Tong,Ahmet Baki Kocaballi,Jessica A. Chen,Rabia Bashir,Didi Surian,Blanca Gallego,Farah Magrabi,Annie Y. S. Lau,Enrico Coiera +10 more
TL;DR: The use of conversational agents with unconstrained natural language input capabilities for health-related purposes is an emerging field of research, where the few published studies were mainly quasi-experimental, and rarely evaluated efficacy or safety.
Journal ArticleDOI
I, Chatbot: Modeling the determinants of users’ satisfaction and continuance intention of AI-powered service agents
TL;DR: Analysis of data collected from 370 actual chatbot users reveals that information quality and service quality positively influence consumers’ satisfaction, and that perceived enjoyment, perceived usefulness, and perceived ease of use are significant predictors of continuance intention toward chatbot-based customer service.
Journal ArticleDOI
Conversational Agents in Health Care: Scoping Review and Conceptual Analysis.
Lorainne Tudor Car,Lorainne Tudor Car,Dhakshenya Ardhithy Dhinagaran,Bhone Myint Kyaw,Tobias Kowatsch,Tobias Kowatsch,Shafiq Joty,Yin-Leng Theng,Rifat Atun +8 more
TL;DR: There is an urgent need for a robust evaluation of diverse health care conversational agents’ formats, focusing on their acceptability, safety, and effectiveness.
Journal ArticleDOI
An overview of the features of chatbots in mental health: A scoping review
Alaa Abd-Alrazaq,Mohannad Alajlani,Ali Abdallah Alalwan,Bridgette M. Bewick,Peter Gardner,Mowafa Househ +5 more
TL;DR: An overview of the features of chatbots used by individuals for their mental health as reported in the empirical literature is provided to help guide potential users to the most appropriate chatbot to support theirmental health needs.
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The Personalization of Conversational Agents in Health Care: Systematic Review.
Ahmet Baki Kocaballi,Shlomo Berkovsky,Juan C. Quiroz,Liliana Laranjo,Huong Ly Tong,Dana Rezazadegan,Agustina Briatore,Enrico Coiera +7 more
TL;DR: The role of personalization in improving health outcomes was not assessed directly and most of the studies in this review implemented the personalization features without theoretical or evidence-based support for them and did not leverage the recent developments in other domains ofpersonalization.
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