Browse > Article
http://dx.doi.org/10.9716/KITS.2018.17.3.017

Development of Chatbot Using Q&A Data of SME(Small and Medium Enterprise)  

Shin, Minchul (아주대학교 경영정보학과)
Kim, Sungguen (아주대학교 경영정보학과)
Rhee, Cheul (아주대학교 경영정보학과)
Publication Information
Journal of Information Technology Services / v.17, no.3, 2018 , pp. 17-36 More about this Journal
Abstract
In this study, we developed a chatbot (Dialogue agent) using small Q & A data and evaluated its performance. The chatbot developed in this study was developed in the form of an FAQ chatbot that responds promptly to customer inquiries. The development of chatbot was conducted in three stages : 1. Analysis and planning, 2. Content creation, 3. API and messenger interworking. During the analysis and planning phase, we gathered and analyzed the question data of the customers and extracted the topics and details of the customers' questions. In the content creation stage, we created scenarios for each topic and sub-items, and then filled out specific answers in consultation with business owners. API and messenger interworking is KakaoTalk. The performance of the chatbot was measured by the quantitative indicators such as the accuracy that the chatbot grasped the inquiry of the customer and correctly answered, and then the questionnaire survey was conducted on the chatbot users. As a result of the survey, it was found that the chatbot not only provided useful information to the users but positively influenced the image of the pension. This study shows that it is possible to develop chatbots by using easily obtainable data and commercial API regardless of the size of business. It also implies that we have verified the validity of the development process by verifying the performance of developed chatbots as well as an explicit process of developing FAQ chatbots.
Keywords
Chatbot; Text Mining; Artifical Intelligence; Dialog Agent;
Citations & Related Records
연도 인용수 순위
  • Reference
1 Kim, J.T., S.-R. Jung, and H. Jung, "Trends of messenger-based chatbot technology and its application in military", Defence and Technology, Vol.459, 2017, 118-127.
2 Lee, S.-H., S.-M. Lee, and H.-G. Im, "Design of an Admission Counseling Chatbot", Proceedings of the Korean Society of Computer Information Conference, Vol.25, No.2, 2017, 430-431.
3 Lokman, A.S., "Chatbot Development in Data Representation for Diabetes Education", UMP, 2011.
4 Markets and Markets, Chatbots Market by Type (Software, and Services), Usage(Websites, Contact Centers, Social Media, and Mobile Platform), Deployment Type(on-Premises, and on-Cloud), Industry Verticals(Healthcare, Retail, Education), End User-Global Forecast to 2021, 2017.
5 Min, S.J., H.J. Kim, and G.-H. Song, "An Exploratory Study on the Determinants of Acceptance of Chatbot Using Unified Theory of acceptance and use of technology(UTAUT)", 한국기술혁신학회 2017년도 춘계학술대회, 2017, 623-643.
6 Mooney, R.J. and R. Bunescu, "Mining Knowledge from Text Using Information Extraction", ACM SIGKDD Explorations Newsletter, Vol.7, No.1, 2005, 3-10.   DOI
7 Morville, P., "User Experience Honeycomb", Available at Http://semanticstudios.com/publications/semantics/000029.php (Accessed Sep 12. 2017).
8 NIA(한국정보화진흥원), 인공지능 기반의 '챗봇(Chatbot)' 서비스 등장과 발전 동향, 2016.
9 Oh, S.W., "(ro)Bot as media-An experimental discussion on news chatbot", Korean Journal of Communication & Information, Vol. 79, 2016, 70-103.
10 Salton, G., A. Wong, and C.-S. Yang, "A Vector Space Model for Automatic Indexing", Communications of the ACM, Vol.18, No.11, 1975, 613-620.   DOI
11 Sebastiani, F., "Classification of Text, Automatic", The Encyclopedia of Language and Linguistics, Vol.14, 2006, 457-462.
12 Shawar, A., E. Atwell, and A. Roberts, "Faqchat as in Information Retrieval System", Human Language Technologies as a Challenge for Computer Science and Linguistics : Proceedings of the 2nd Language and Technology Conference, 2005, 274-278.
13 Sivaramakrishnan, S., F. Wan, and Z. Tang, "Giving an "E-Human Touch" to E-Tailing : The Moderating Roles of Static Information Quantity and Consumption Motive in the Effectiveness of an Anthropomorphic Information Agent", Journal of Interactive Marketing, Vol.21, No.1, 2007, 60-75.   DOI
14 Chiari, I., "Aiml Knowledge Base Construction from Text Corpora", in Artificial Intelligence, Evolutionary Computation and Metaheuristics, In the Footsteps of Alan Turing, Springer-Verlag, 2012.
15 Choi, S.J., M.G. Sung, J.J. Choi, and J.S. Park, "Traffic information service development using rule-based Chatbot", 한국정보과학회 학술발표논문집, 2017, 1868-1869.
16 Huang, J., M. Zhou, and D. Yang, "Extracting Chatbot Knowledge from Online Discussion Forums", IJCAI, 2007, 423-428.
17 Choi, S.M. and Y.S. Choi, "Analysis on the Conversational Commerce Service Interface of the AI Chat-Bot Based on Mobile Messenger Apps", 한국HCI학회학술대회, 2017, 237-240.
18 Dybala, P., M. Ptaszynski, R. Rzepka, and K. Araki, "Evaluating Subjective Aspects of Hci on an Example of a Non-Task Oriented Conversational System", International Journal on Artificial Intelligence Tools, Vol.19, No.6, 2010, 819-856.   DOI
19 Feiner, S.K. and K.R. McKeown, "Automating the Generation of Coordinated Multimedia Explanations", Computer, Vol.24, No.10, 1991, 33-41.   DOI
20 Kam, M. and M. Song, "A Study on Differences of Contents and Tones of Arguments among Newspapers Using Text Mining Analysis", Journal of Intelligence and Information Systems, Vol.18, No.3, 2012, 53-77.   DOI
21 Kang, Y., G.-P. Kim, G.-H. An, M.-H. Yi, and S.-S. Kang, "Shopping Mall Integrated Consumer Center through ChatBot", Proceedings of KIIT Summer Conference, 2017, 239-241.
22 Khorozov, A., "Trends Driving the Chatbot Growth", Available at https://chatbotsmagazine.com/trends-driving-the-chatbot-growth-77b78145bac (Accessed Sep 12. 2017).
23 Kim, B.-K., H.-A. Kim, C.-E. Sim, and J.-W. Jeong, "Anonymous Q&A System based on Social ChatBot", Proceedings of KIIT Summer Conference, 2017, 493-495.
24 Kim, G.Y., "Mobile Chatbot Interface Analysis and Design Proposal", Seoul National University Thesis, 2017.
25 Kim, J.H. and O.B. Kwon, "Business Intelligence from Voice of Customer", 한국경영학회 통합 학술발표논문집, 2015, 1-9.
26 Britz, D., "Deep Learning for Chatbots, Part 1-Introduction", Available at http://www.wildml.com/2016/04/deep-learning-for-chatbots-part-1-introduction/ (Accessed Sep 12. 2017).
27 Cahn, J., "Chatbot : Architecture, Design, & Development", University of Pennsylvania, 2017.
28 Albright, R., "Taming Text with the Svd", SAS Institute Inc., Cary, NC, 2004.
29 Berkowitz, D., "Multiple Metrics for Measuring Chatbots", Available at http://adage.com/article/digitalnext/multiple-metrics-measuring-ad-chatbots/306813 (Accessed Sep 12. 2017).
30 Bobrow, D.G., R.M. Kaplan, M. Kay, D.A. Norman, H. Thompson, and T. Winograd, "Gus, a Frame-Driven Dialog System", Artificial intelligence, Vol.8, No.2, 1977, 155-173.   DOI
31 Winograd, T., "A Procedural Model of Language Understanding", 1973.
32 Voorhees, E.M. and L. Buckland, "Overview of the Trec 2003 Question Answering Track", TREC, 2003, 54-68.
33 Wallace, R., "The Elements of Aiml Style", Alice AI Foundation, 2003.
34 Weizenbaum, J., "Eliza-a Computer Program for the Study of Natural Language Communication between Man and Machine", Communications of the ACM, Vol.9, No.1, 1966, 36-45.   DOI