Chatbot

About: Chatbot is a research topic. Over the lifetime, 2415 publications have been published within this topic receiving 24372 citations. The topic is also known as: IM bot & AI chatbot.

Can Chatbots Help Reduce the Workload of Administrative Officers? - Implementing and Deploying FAQ Chatbot Service in a University

Abstract: Recently, it is often considered that chatbots can reduce customer service costs and handle a number of customers at the same time and thus, they have been widely used for administrative work. In this study, we developed a chatbot for Frequently Asked Questions (FAQs) in a college and deployed it to students and department offices. We then conducted an experiment with two offices, with and without chatbot, to analyze whether the introduction of chatbot affects the administrative workload. Office workers’ workloads were measured using the National Aeronautics and Space Administration Task Load Index (NASA-TLX) questionnaire in addition to observations and the log data of chatbot usage. This report contains our findings and analysis of how the introduction of chatbot influenced the administrative work patterns and the workers’ perceived workload.

Classifying and measuring the service quality of AI chatbot in frontline service

Abstract: AI chatbots have been widely applied in the frontline to serve customers. Yet, the existing dimensions and scales of service quality can hardly fit the new AI environment. To address this gap, we define the dimensions of AI chatbot service quality (AICSQ) and develop the associated scales with a mixed-method approach. In the qualitative analysis, with the coding of the interviews from 55 global organizations in 17 countries and 47 customers, we develop new multi-level dimensions of AICSQ, including seven second-order and 18 first-order constructs. Then we follow a 10-step scale development method to establish the valid scales. The nomological test result shows that AICSQ positively influences customers’ satisfaction with, perceived value of, and intention of continuous use of AI chatbots. The innovative dimensions and scales of AI chatbot service quality provide conceptual classification and measurement instruments for the future study of chatbot service in the frontline.

Aquabot: A Diagnostic Chatbot for Achluophobia and Autism

Abstract: Chatbots or chatter bots have been a good way to entertain one This paper emphasizes on the use of a chatbot in the diagnosis of Achluophobia – the fear of darkness and autism disorder Autism and Achluophobia (fear of darkness) are the most common neurodevelopment disorders usually found in children State of the art trivial diagnosis methods require a lot of time and are also unable to maintain the case history of psychological disease A chatbot has been developed in this work which can diagnose the severity of disease based on user’s text based questions It performs Natural Language Processing (NLP) for meaning extraction and uses Decision Trees to characterize a patient in terms of possible disease NLP unit extracts meaning of keywords defining intensity of disease’s symptoms, from user’s chat After that similarity matching of sentence containing keywords is performed Depth First Search (DFS) technique is used for traversing Decision Tree and making decision about severity of disease The proposed system namely Aquabot, proves to be an efficient technique in diagnosing Achluophobia and Autism Aquabot is useful for practitioner psychologists to assist a human psychologist Aquabot not only saved time and resources but also achieved an accuracy of 88 percent when compared against human psychologist’s diagnosed results

A review of chatbots in education: Practical steps forward

Abstract: CONTEXT The class size in a university often impacts how an educator delivers the class, and how students interact in the class. Smaller class sizes often allow students and educators to have a more positive rapport (Lee, 2009). Class sizes in many universities however, are quite large. This places an additional workload on the lecturer, and makes fostering this interaction more difficult. These large class environments are transitioning to be integrated with online components, and students often expect support responsiveness in line with other online platforms. Learners place importance on items focused on communication needs and being treated as individuals as highly important for academic performance and satisfaction (Dennen, Aubteen Darabi, & Smith, 2007). PURPOSE Chatbots applied within an educational context are one method for encouraging and fostering a more individualised learning experience. Two research questions have been identified, 1. How Chatbots are currently being used in the wider community? 2. How could Chatbots be applied to enhance a student’s learning experience? METHODOLOGY In this paper, an exploratory literature review of both Chatbots in general use, and Chatbots in education are being deployed. This literature review introduces Chatbots, provides a general overview, and discusses some common architectures which can be used to create a Chatbot. Two potential use cases for Chatbots in education have then been identified. OUTCOMES After conducting an initial literature review, this paper presents common architecture for Chatbots with a comparison conducted on these frameworks. Two preliminary Chatbots applications are presented; and FAQ Chatbot for answering commonly asked student questions, and a short response quiz Chatbot designed to facilitate and provide automated feedback based on student responses. Both of these preliminary applications have potential to be used in classroom environments. CONCLUSIONS Chatbots provide a promising area for potential application in the future of education. Chatbots have the capability of streamlining and personalising components of education. The two preliminary examples show that FAQ and short response Chatbots could provide a variety of enhancements for student learning, and educator content delivery.