In bot we trust: A new methodology of chatbot performance measures

Przegalinska, Aleksandra and Ciechanowski, Leon and Stroz, Anna and Gloor, Peter and Mazurek, Grzegorz,(2019), In bot we trust: A new methodology of chatbot performance measures. , Business Horizons, UNSPECIFIED

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Chatbots are used frequently in business to facilitate various processes, particularly those related to customer service and personalization. In this article, we propose novel methods of tracking human-chatbot interactions and measuring chatbot performance that take into consideration ethical concerns, particularly trust. Our proposed methodology links neuroscientific methods, text mining, and machine learning. We argue that trust is the focal point of successful humanchatbot interaction and assess how trust as a relevant category is being redefined with the advent of deep learning supported chatbots. We propose a novel method of analyzing the content of messages produced in human-chatbot interactions, using the Condor Tribefinder system we developed for text mining that is based on a machine learning classification engine. Our results will help build better social bots for interaction in business or commercial environments
Keywords : Artificial intelligence; Chatbots; Chatbot performance; Humancomputer interaction; Performance goals; Customer trust; Customer experience, UNSPECIFIED
Journal or Publication Title: Business Horizons
Volume: 62
Number: 6
Item Type: Article
Subjects: Manajemen
Depositing User: Endhar Priyo Utomo
Date Deposited: 27 Dec 2019 04:49
Last Modified: 27 Dec 2019 04:49

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