Advertisement

Developing a Corporate Chatbot for a Customer Engagement Program: A Roadmap

  • Fernanda Castro
  • Patricia Tedesco
  • Havana Alves
  • Jonysberg P. Quintino
  • Juliana Steffen
  • Frederico Oliveira
  • Rafael Soares
  • Andre L. M. Santos
  • Fabio Q. B. da Silva
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 10954)

Abstract

There has been a steady increase in the popularization of chatbots solutions in recent years, in different areas, where the interface with users are replaced by software trained to answer like a human. This paper presents the stages, from conception to the publication, of a text based chatbot that is able to provide instant replies to users questions from an engagement program of a Brazilian company. Even though there is no consensus about the best development practices of such solutions, since each application domain brings along its own characteristics and requirements, this paper lists the activities, challenges faced and decisions made to build a chatbot solution.

Keywords

Chatbot development ChatScript Ontology 

Notes

Acknowledgements

The results presented in this paper have been developed as part of a collaborative project between Samsung Institute for Development of Informatics (Samsung/SIDI) and the Centre of Informatics at the Federal University of Pernambuco (CIn/UFPE), financed by Samsung Eletronica da Amazonia Ltda., under the auspices of the Brazilian Federal Law of Informatics no. 8248/91.dentify applicable sponsor/s here. The authors would like to thank the support received from the Samsung/SIDI team. Professor Fabio Q. B. da Silva holds a research grant from the Brazilian National Research Council (CNPq), process #314523/2009-0.

References

  1. 1.
    Barros, F., Tedesco, P.: Agentes Inteligentes Conversacionais: Conceitos Básicos e Desenvolvimento. In: 35º JAI - Jornada de Atualização em Informática, pp. 169–218 (2016)Google Scholar
  2. 2.
    Shaikh, A., Phalke, G., Patil, P., Bhosale, S., Raghatwan, J.: A survey on chatbot conversational systems. Int. J. Eng. Sci. (2016) Google Scholar
  3. 3.
    Bradesko, L., Mladenic, D.: A survey of chabot systems through a loebner prize competition. In: Proceedings of Slovenian Language Technologies Society Eighth Conference of Language Technologies, pp. 34–37 (2012)Google Scholar
  4. 4.
    Dingli, A., Scerri, D.: Building a hybrid: chatterbot – dialog system. In: International Conference on Text, Speech and Dialogue, pp. 145–152 (2013)CrossRefGoogle Scholar
  5. 5.
    Baron, N.: Shall we talk? conversing with humans and robots. Inf. Soc. 31(3), 257–264 (2015)CrossRefGoogle Scholar
  6. 6.
    Cui, L., Huang, S., Wei, F., Tan, C., Duan, C., Zhou, M.: SuperAgent: a customer service chatbot for e-commerce websites. In: Proceedings of ACL 2017, System Demonstrations, pp. 97–102 (2017)Google Scholar
  7. 7.
    AIBUSINESS. https://aibusiness.com/inbenta-ceo-interview-nlp/. Accessed 28 Feb 2018
  8. 8.
    Kenny, P., Hartholt, A., Gratch, J., Swartout, W., Traum, D., Marsella, S., Piepol, D.: Building interactive virtual humans for training environments. In: Proceedings of I/ITSEC, vol. 174 (2007)Google Scholar
  9. 9.
    Duijst, D.: Can we improve the User Experience of Chatbots with Personalisation? M.Sc Thesis, University of Amsterdam (2017)Google Scholar
  10. 10.
  11. 11.
    Morais, E., Ambrósio, A.: Ontologias: conceitos, usos, tipos, metodologias, ferramentas e linguagens. In: Technical Report - INF_001/07, December 2007Google Scholar
  12. 12.
    Borst, W.: Construction of engineering ontologies for knowledge sharing and reuse. Ph.D thesis, University of Twente, Netherlands (1997)Google Scholar
  13. 13.
    Abdul-Kader, A., Wood, J.: Survey on chatbot design techniques in speech conversation systems. (IJACSA) Int. J. Adv. Comput. Sci. Appl. 6(7), 72–80 (2015)Google Scholar
  14. 14.
    Staab, S., Schnurr, H., Studer, R., Sure, Y.: Knowledge processes and ontologies. IEEE Intel. Syst. 16(1), 26–34 (2001)CrossRefGoogle Scholar
  15. 15.
    Almeida, O.: Beck: Um Chatbot Baseado na Terapia Cognitivo-Comportamental para Apoiar Adolescentes com Depressão. Master Thesis, UFPE, Brazil (2017)Google Scholar
  16. 16.
    Pavel, S.: Chatbot Architecture. http://pavel.surmenok.com/2016/09/11/chatbot-architecture/. Accessed 28 Feb 2018
  17. 17.
    Klüwer, T.: RMRSBot – using linguistic information to enrich a chatbot. In: Ruttkay, Z., Kipp, M., Nijholt, A., Vilhjálmsson, H.H. (eds.) IVA 2009. LNCS (LNAI), vol. 5773, pp. 515–516. Springer, Heidelberg (2009).  https://doi.org/10.1007/978-3-642-04380-2_69CrossRefGoogle Scholar
  18. 18.
    The IEEE and The Open Group Base Specifications. http://pubs.opengroup.org/onlinepubs/009695399/basedefs/xbd_chap09.html. Accessed 28 Feb 2018
  19. 19.
    Mateas, M., Stern, A.: Natural language understanding in façade: surface-text processing. In: Göbel, S., Spierling, U., Hoffmann, A., Iurgel, I., Schneider, O., Dechau, J., Feix, A. (eds.) TIDSE 2004. LNCS, vol. 3105, pp. 3–13. Springer, Heidelberg (2004).  https://doi.org/10.1007/978-3-540-27797-2_2CrossRefGoogle Scholar
  20. 20.
    Kumar, E.: Natural Language Processing, 1st edn. I. K. International Pvt Ltd, New Delhi (2011)Google Scholar
  21. 21.
    Radziwill, N., Benton, M.: Evaluating quality of chatbots and intelligent conversational agents. Softw. Qual. Prof. 19(3), 25–36 (2017)Google Scholar

Copyright information

© Springer International Publishing AG, part of Springer Nature 2018

Authors and Affiliations

  • Fernanda Castro
    • 1
  • Patricia Tedesco
    • 1
  • Havana Alves
    • 1
  • Jonysberg P. Quintino
    • 1
  • Juliana Steffen
    • 2
  • Frederico Oliveira
    • 2
  • Rafael Soares
    • 2
  • Andre L. M. Santos
    • 1
  • Fabio Q. B. da Silva
    • 1
  1. 1.Centro de InformáticaUniversidade Federal de PernambucoRecifeBrazil
  2. 2.Samsung SIDI InstituteCampinas, São PauloBrazil

Personalised recommendations