Feasibility of Chatbot for Mehran UET Examination Department

Abstract

A chatbot system enables communication between computer and users through natural language. The university students face many problems for the queries and details regarding their examination and it is also difficult for them to physically visit the examination department frequently. The concerned authorities find it challenging to handle thousands of student queries in parallel, thus, consuming a lot of time. At present, majority of the chatbot system are available in English language. Therefore, people who are not fluent in English language cannot use these systems due to the obvious reason of language barrier. This paper focuses on the viability of a chatbot system for the examination department of Mehran University of Engineering Technology (MUET) Jamshoro. The chatbot discussed in this paper has been designed to support both Urdu and English languages. Three chatbot interfaces have been developed, Urdu typing based chatbot, English typing based chatbot and English voice based Chabot. The typing based chatbots (both English and Urdu) have been developed using AIML, and voice based chatbot is based on dialogflow called as API.ai. This study is not only concerned with the development of three interfaces of chatbot systems, but also covers their evaluation. To find best chatbot interface, a survey was conducted with engineering students of MUET Jamshoro. The results revealed that the among the three chatbot interfaces, English typing-based interface is the best due to the usability, easiness and the general understanding of queries.Contribution/Originality: This paper contribution is twofold, first is the development of a chatbot system that enables communication in Urdu and English languages. Second is the comparison of both chatbots by performing the user testing. INTRODUCTIONWorldwide various chat systems are available that enable communication using natural languages. These chat systems are broadly categorized into two main types namely, Human-Human Dialog System and Human-Computer Dialog System. There is not any involvement of machine learning in Human-Human Dialog System and this work as a negotiator between two humans. The Human-Human Dialog System doesn"t require natural processing abilities through machines. Globally, WhatsApp and skype are the most popular Human-Human Dialog chat system. However, the other available chat system, the Human-Computer Dialog System is termed as chatbot [1].Basically, chatbot is a computer program that pretends chat with humans through natural language [1, 2]. On any platform like mobile, website and desktop application, this system can interact with the humans [3]. While

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“…About 2 percent of participants are not in favor of chatbots. Arain et al [18] have proposed a study to develop a chatbot that consists of three interfaces for the examination section of Mehran University. e bot will help in addressing multiple students at a time and hence can save their time.…”

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“…The chatbot is functioned as the first information-giving medium before the user/customer interacts further with the information system. Various fields such as entertainment, education [1], e-commerce [2], helath [3][4] use chatbots as the vanguard of providing information and serving customers. Chatbot is an embodiment of the Intelligent Human Computer Interaction field [5].…”