Enhancing The Capability of Chatbots

EOI: 10.11242/viva-tech.01.04.163

Download Full Text here


Bhavik Mehta, Prof. Pradnya Mhatre, "Enhancing The Capability of Chatbots", VIVA-IJRI Volume 1, Issue 4, Article 163, pp. 1-7, 2021. Published by Computer Engineering Department, VIVA Institute of Technology, Virar, India.


The usage of chatbots has increased tremendously since past few years. A conversational interface is an interface that the user can interact with by means of a conversation. The conversation can occur by speech but also by text input. When a chatty interface uses text, it is also described as a chatbot or a conversational medium. During this study, the user experience factors of these so called chatbots were investigated. The prime objective is “to spot the state of the art in chatbot usability and applied human-computer interaction methodologies, to research the way to assess chatbots usability". Two sorts of chatbots are formulated, one with and one without personalisation factors. the planning of this research may be a two-by-two factorial design. The independent variables are the two chatbots (unpersonalised versus personalised) and thus the speci?c task or goal the user are ready to do with the chatbot within the ?nancial ?eld (a simple versus a posh task). The results are that there was no noteworthy interaction effect between personalisation and task on the user experience of chatbots. A signi?cant di?erence was found between the two tasks with regard to the user experience of chatbots, however this variation wasn't because of personalisation.


Chatbots, Conversational interfaces, Finance, Personalisation, Usability, User Experience


  1. M. Jain, R. Kota, P. Kumar and S.N. Patel. “Convey: Exploring the use of a context view for chatbots”. Proc. CHI Conference on Human Factors in Computing Systems, p. 468. 2018.
  2. ISO 9241-11. “Ergonomic requirements for office work with visual display terminals (VDTs)–Part II guidance on usability”. 1998.
  3. Q.N. Nguyen and A. Sidorova. “Understanding user interactions with a chatbot: A self-determination theory approach”. In Americas Conference on Information Systems 2018: Digital Disruption. 2018.
  4. https://www.makerobos.com/topic/ask-an-expert/top-innovative-chatbots-of-india
  5. J. Pereira and O. Díaz. “A quality analysis of facebook messenger’s most popular chatbots”. Proc. of ACM SAC, pp. 2144-2150. 2018.
  6. C. Messina. “2016 Will be the year of conversational commerce”. Online: https://medium.com/chris-messina/2016-will-be-the-year-ofconversational-commerce-1586e85e3991. 2016. [Accessed 12/14/2018].
  7. https://www.callcentrehelper.com/ways-to-improve-chatbots-boost-satisfaction-124375.html
  8. https://botbot.ai/chatbot-capabilities/
  9. https://freshdesk.com/self-service-portal/improve-chatbot-conversation-blog/
  10. https://towardsdatascience.com/ai-scholar-chatbots-that-improve-after-deployment-deaef4f91379
  11. https://www.researchgate.net/publication/326067429_Beyond_the_Chatbot_Enhancing_Search_with_Cognitive_Capabilities