2017/04/15 by Nicole Radziwill, Radziwill, Nicole M., Morgan C. Benton +1 · 4 citations
Computer Science · #AI in Service Interactions #Computers and Society (cs.CY) #FOS: Computer and information sciences #Sentiment Analysis and Opinion Mining #Software Engineering (cs.SE) #Topic Modeling
paper · pdf · doi:10.48550/arxiv.1704.04579
openalex publication_date 2017/04/15 · openalex created_date 2025/10/10 · openalex updated_date 2026/07/28
Chatbots are one class of intelligent, conversational software agents activated by natural language input (which can be in the form of text, voice, or both). They provide conversational output in response, and if commanded, can sometimes also execute tasks. Although chatbot technologies have existed since the 1960s and have influenced user interface development in games since the early 1980s, chatbots are now easier to train and implement. This is due to plentiful open source code, widely available development platforms, and implementation options via Software as a Service (SaaS). In addition to enhancing customer experiences and supporting learning, chatbots can also be used to engineer social harm - that is, to spread rumors and misinformation, or attack people for posting their thoughts and opinions online. This paper presents a literature review of quality issues and attributes as they relate to the contemporary issue of chatbot development and implementation. Finally, quality assessment approaches are reviewed, and a quality assessment method based on these attributes and the Analytic Hierarchy Process (AHP) is proposed and examined.