Chatbot Based Solution for Supporting Software Incident Management Process

Filho, Nagib Sabbag; Rossi, Rogério

doi:10.17706/jsw.15.3.68-73

Cited by 1 publication

(1 citation statement)

References 8 publications

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“…State-of-the-art AI and Natural Language Processing (NLP)-boosted conversational assistants can automatically sustain dialogues with end users [ 9 , 10 , 11 ]. Nowadays, chatbots are commonly applied to management [ 12 , 13 , 14 ], education [ 15 , 16 , 17 ] and healthcare [ 18 , 19 , 20 ]. It has been demonstrated that they perform better when designed on purpose for specific domains and user groups, and when their utterances are short and accurate within those domains.…”

Section: Related Workmentioning

confidence: 99%

Evaluation of Abstraction Capabilities and Detection of Discomfort with a Newscaster Chatbot for Entertaining Elderly Users

Arriba-Pérez

García-Méndez

González-Castaño

et al. 2021

Sensors

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We recently proposed a novel intelligent newscaster chatbot for digital inclusion. Its controlled dialogue stages (consisting of sequences of questions that are generated with hybrid Natural Language Generation techniques based on the content) support entertaining personalisation, where user interest is estimated by analysing the sentiment of his/her answers. A differential feature of our approach is its automatic and transparent monitoring of the abstraction skills of the target users. In this work we improve the chatbot by introducing enhanced monitoring metrics based on the distance of the user responses to an accurate characterisation of the news content. We then evaluate abstraction capabilities depending on user sentiment about the news and propose a Machine Learning model to detect users that experience discomfort with precision, recall, F1 and accuracy levels over 80%.

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