Review of Chatbots Design Techniques

Abstract

Recently, the development of conversational system as a medium of conversation between human and computer have made a great stride. This human and computer communication has covered the way for enormous natural language processing techniques. A chatbot is a computer system that allows human to interact with computer using natural language. The chatbots system are widely used in various field such as in businesses, education, healthcare and many more. The design and development of chatbots involves variety of techniques. Therefore, in this paper, we presents the review of techniques used to design Chatbots. A few examples of chatbots design is also discussed to give an understanding on how chatbots works and what are the type of approaches available for chatbots development. With rapid development in Chatbots technology, it is hoped that it could complement human constraints and optimize the productivity.

Artificial Intelligence in Conversational Agents

“…A chatbot could be de ned as a social AI that has been designed to carry out conversations with humans using NLP [9,56]. The exibility this creates has led to chatbots being used in various elds [2,48], for instance in customer service [6] (e.g., ChatBot, chatbot.com), libraries [32] (e.g., Pixel, pixel.unl.edu), and health care [42] (e.g., MedWhat, medwhat.com). Chatbots can be used for various purposes, such as helping users to nd information, supporting collaboration between users, and automating parts of a work ow that are repetitive [40].…”

“…One aspect of UX in the context of AI is how human-like chatbots should behave, and how this a ects UX. Although previous studies have explored how chatbots could evolve to converse or behave in a human-like manner [2,21,27,30,33,56], there is no consensus on whether this is the correct way to move forward from a UX perspective of interacting with chatbots [37,43,48].…”

“…In some cases, humanlike chatbots have even created frustration when engaging with users [43]. However, studies have shown that users are attracted to human-like chatbots [2] and AI that allows for a human-like use of language [21]. Whether a chatbot should imitate human behavior or have their own personality could be dependent on context [37].…”

“…In the process of designing chatbots, some argue that a chatbot should be given human-like behavior [2,40]; however, there is a lack of consensus on whether this is desirable [37,43,48]. On one hand, giving a chatbot a personality is widely viewed as an important part of its design, as it appeals to users in terms of creating engagement, encouraging playfulness, and building trust [21,25,33].…”

UNISEL Bot: Designing Simple Chatbot System for University FAQs

“…Most chatbots search for patterns, keywords, phrases, and examples that have been customized into their databases, yet some use more propelled strategies [6]. A review of several chatbots system such as Chat.io, Collect.chat and Cleverbot is also provided to explain the different way how each chatbot works [7]. In this paper, Chatbot is implemented to meet the academic needs of the visitors who wants to know about university's programs offered and any other information pertaining university operation and background.…”