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

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Intelligent Computing Theories and Application (ICIC 2018)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 10954))

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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.

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Notes

  1. 1.

    http://www-ai.ijs.si/eliza-cgi-bin/eliza_script.

  2. 2.

    https://www.apple.com/ios/siri/.

  3. 3.

    https://www.microsoft.com/en-us/windows/cortana.

  4. 4.

    https://www2.deloitte.com/insights/us/en/focus/signals-for-strategists/era-of-conversational-user-interface-chatbots.html.

  5. 5.

    https://dev.botframework.com/.

  6. 6.

    https://aws.amazon.com/pt/lex/.

  7. 7.

    https://chatbotsmagazine.com/essential-tips-to-keep-in-mind-when-building-achatbot-d289a00d17d, https://chatbotsmagazine.com/essential-tips-to-keep-in-mind-when-building-a-chatbot-d289a00d17d8.

  8. 8.

    https://chatbotsmagazine.com/replacing-surveys-with-chatbot-conversations-8295614af367.

  9. 9.

    https://www.ibm.com/watson/.

  10. 10.

    https://www.luis.ai/.

  11. 11.

    https://api.ai/.

  12. 12.

    https://wit.ai/.

  13. 13.

    https://github.com/bwilcox-1234/ChatScript.

  14. 14.

    https://www.json.org/.

  15. 15.

    http://hunspell.github.io/.

  16. 16.

    http://cogroo.sourceforge.net/.

  17. 17.

    https://www.soapui.org/.

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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.

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Authors and Affiliations

  1. Centro de Informática, Universidade Federal de Pernambuco, Recife, Pernambuco, Brazil

    Fernanda Castro, Patricia Tedesco, Havana Alves, Jonysberg P. Quintino, Andre L. M. Santos & Fabio Q. B. da Silva

  2. Samsung SIDI Institute, Campinas, São Paulo, Brazil

    Juliana Steffen, Frederico Oliveira & Rafael Soares

Authors
  1. Fernanda Castro
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  2. Patricia Tedesco
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  3. Havana Alves
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  4. Jonysberg P. Quintino
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  5. Juliana Steffen
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  6. Frederico Oliveira
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  7. Rafael Soares
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  8. Andre L. M. Santos
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  9. Fabio Q. B. da Silva
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Corresponding author

Correspondence to Patricia Tedesco .

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Editors and Affiliations

  1. Tongji University, Shanghai, China

    De-Shuang Huang

  2. Polytechnic of Bari, Bari, Italy

    Vitoantonio Bevilacqua

  3. University of Wollongong, North Wollongong, New South Wales, Australia

    Prashan Premaratne

  4. Indian Institute of Technology Kanpur, Kanpur, India

    Phalguni Gupta

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Castro, F. et al. (2018). Developing a Corporate Chatbot for a Customer Engagement Program: A Roadmap. In: Huang, DS., Bevilacqua, V., Premaratne, P., Gupta, P. (eds) Intelligent Computing Theories and Application. ICIC 2018. Lecture Notes in Computer Science(), vol 10954. Springer, Cham. https://doi.org/10.1007/978-3-319-95930-6_37

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  • DOI: https://doi.org/10.1007/978-3-319-95930-6_37

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