• 인터넷정보학회논문지
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• 제25권1호
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• pp.167-176
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• 2024

챗봇서비스는 AI서비스와 연계하여 다양한 분야에서 활용되고 있다. AI에 대한 보안 연구는 초기 단계이고, 이를 이용한 서비스 구현단계에서의 실질적인 보안 연구는 더욱 부족한 상황이다. 본 논문은 AI서비스와 연계된 챗봇서비스에 대한 보안요구사항을 분석한다. 먼저, 본 논문에서는 최근 발표된 AI보안에 대한 논문과 자료들을 분석한다. 시장에서 서비스가 제공되는 있는 챗봇서비스를 조사하여 일반적인 구현 모델을 정립한다. 구현 모델에는 챗봇관리시스템과 AI엔진이 포함된 5개의 구성요소가 포함되어 있다. 정립된 모델에 기반하여 쳇봇서비스에 특화된 보호자산과 위협을 정리한다. 위협은 실제 운영중인 챗봇서비스 담당자 설문을 통해 챗봇서비스에 특화된 위협을 중심으로 정리한다. 10개의 주요 위협이 도출되었다. 정리된 위협에 대응하기 위해 필요한 보안 영역을 도출하였고, 영역별로 필요한 보안요구사항을 분석하였다. 이는 챗봇서비스 보안 수준을 검토하고 개선하는 과정에서 보안평가 기준으로 활용될 것이다.

• Journal of Medicine and Life Science
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• 제21권3호
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• pp.92-101
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• 2024

This study investigated how the use of a conversational artificial intelligence (AI) chatbot improved medical students' patient-centered communication (PCC) skills and how it affected their motivation to learn using innovative interactive tools such as AI chatbots throughout their careers. This study adopted a one-group post-test-only design to investigate the impact of AI chatbot-based learning on medical students' PCC skills, their learning motivation with AI chatbots, and their perception towards the use of AI chatbots in their learning. After a series of classroom activities, including metaverse exploration, AI chatbot-based learning activities, and classroom discussions, 43 medical students completed three surveys that measured their motivation to learn using AI tools for medical education, their perception towards the use of AI chatbots in their learning, and their self-assessment of their PCC skills. Our findings revealed significant correlations among learning motivation, PCC scores, and perception variables. Notably, the perception towards AI chatbot-based learning and AI chatbot learning motivation showed a very strong positive correlation (r=0.72), indicating that motivated students were more likely to perceive chatbots as beneficial educational tools. Additionally, a moderate correlation between motivation and self-assessed PCC skills (r=0.54) indicated that students motivated to use AI chatbots tended to rate their PCC skills more favorably. Similarly, a positive relationship (r=0.68) between students' perceptions of chatbot usage and their self-assessed PCC skills indicated that enhancing students' perceptions of AI tools could lead to better educational outcomes.

• 한국IT서비스학회지
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• 제20권3호
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• pp.75-86
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• 2021

As artificial intelligence is actively studied, chatbot systems are being applied to various fields. In particular, many chatbot systems for psychological counseling have been studied that can comfort modern people. However, while most psychological counseling chatbots are studied as rule-base and deep learning-based chatbots, there are large limitations for each chatbot. To overcome the limitations of psychological counseling using such chatbots, we proposes a novel psychological counseling AI chatbot system. The proposed system consists of a GPT-2 model that generates output sentence for Korean input sentences and an Electra model that serves as sentiment analysis and anxiety cause classification, which can be provided with psychological tests and collective intelligence functions. At the same time as deep learning-based chatbots and conversations take place, sentiment analysis of input sentences simultaneously recognizes user's emotions and presents psychological tests and collective intelligence solutions to solve the limitations of psychological counseling that can only be done with chatbots. Since the role of sentiment analysis and anxiety cause classification, which are the links of each function, is important for the progression of the proposed system, we experiment the performance of those parts. We verify the novelty and accuracy of the proposed system. It also shows that the AI chatbot system can perform counseling excellently.

• 한국IT서비스학회지
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• 제19권4호
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• pp.31-47
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• 2020

Recently, as the COVID-19 has spread and prolonged worldwide, the 'Untact' society is becoming routinized, and various smart technologies are leading to the spread of the 'Ontact' culture. This is because the desire of consumers to purchase a product and use the service has increased while minimizing the direct contact. In order to quickly respond to this circumstance, the percentage of the companies which are adopting Chatbot in various fields such as orders, delivery, and inquiries is increasing and they are getting a positive result. However as the demand for building Chatbot increases dramatically, there are many confusions among the companies which want to introduce Chatbot to their system, due to the lack of professional technicians and difficulties in understanding AI technologies and how to build them effectively. I believe that in the post COVID-19 era, much more companies will adopt Chatbot, and this will intensify the problem. The purpose of this study was to derive the needs for a guide on the method of buiilding a Chatbot through considering the prior research on Chatbot and analysis of the recent surge in the use of Chatbot services related to COVID-19. There are implications to presenting 5 phases of universal Chatbot implementation methodology using the platform to the stakeholders who want to introduce Chatbot to their customer so that they can understand and build Chatbot more easily and use AI Chatbot actively in response to the POST COVID-19 era.

• Journal of Information Technology Applications and Management
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• 제30권4호
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• pp.11-28
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• 2023

This paper proposes a method of integrating ChatGPT with traditional chatbot systems to enhance conversational artificial intelligence(AI) and create more efficient conversational systems. Traditional chatbot systems are primarily based on classification models and are limited to intent classification and simple response generation. In contrast, ChatGPT is a state-of-the-art AI technology for natural language generation, which can generate more natural and fluent conversations. In this paper, we analyze the business service areas that can be integrated with ChatGPT and traditional chatbots, and present methods for conducting conversational scenarios through case studies of service types. Additionally, we suggest ways to integrate ChatGPT with traditional chatbot systems for intent recognition, conversation flow control, and response generation. We provide a practical implementation example of how to integrate ChatGPT with traditional chatbots, making it easier to understand and build integration methods and actively utilize ChatGPT with existing chatbots.

• 정보처리학회논문지:소프트웨어 및 데이터공학
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• 제12권1호
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• pp.41-50
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• 2023

최근에 인공지능 기술발전과 더불어 코로나19 바이러스(COVID-19)가 장기화되면서 비대면 사회가 일상화되었고, 많은 기업들은 이에 대응하기 위한 디지털 트랜스포메이션과 인공지능 도입의 활성화를 촉진시키고 있으며 챗봇의 수요가 급격히 늘어났다. 또한 챗봇은 기존의 단순문의 대응에서 업무 트랜잭션 처리를 하기에 이르렀다. 하지만 기존 시스템과 연계를 위해 API를 개발해야하고 연계 하는데 많은 어려움이 발생하고 있어, 이를 해결하기 위해 RPA연계를 통한 하이브리드 챗봇을 구축하는 것이 점점 중요해지고 있으며, 최근 RPA와 챗봇의 결합이 많은 비즈니스 프로세스를 처리하는 효과적인 도구로 간주되고 있다. 그러나 연계사례 부족과 구축 방법을 찾아보기 힘들어 많은 어려움을 겪고 있다. 본 연구에서는 기존 선행연구 고찰과 하이퍼오토메이션 관점에서 Conversational UX인 챗봇과 Task Automation의 RPA를 연계한 하이브리드 챗봇 구축을 위한 방법을 실제 구현사례를 바탕으로 제시하여, 보다 쉽게 연계방법을 이해하고 구축할 수 있도록 하여 디지털 트랜스포메이션에 적극적으로 AI 챗봇을 활용할 수 있도록 하는데 시사점이 있다.

• 벤처창업연구
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• 제17권2호
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• pp.167-177
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• 2022

본 연구는 인공지능 챗봇 서비스의 만족과 불만족에 영향을 미치는 요인을 파악하여 인공지능 챗봇을 활용하여 시장 점유율을 높이고자 하는 기업이 활용할 수 있는 시사점을 제시하고자, ICT서비스의 14개 선호요인을 KANO모델을 통해 분류한 후 어떠한 요인이 인공지능 챗봇의 재사용과 이탈에 미치는지 확인하였다. 연구결과에 따르면 (1) 인공지능 챗봇의 선호요인은 매력적 품질, 필수적 품질, 일원적 품질로 구분되고, (2) 인공지능 챗봇은 각 선호요인의 품질특성에 따라 이용자의 만족과 불만족을 모두 고려한 서비스 전략이 필요하며, (3) 인공지능 챗봇 이용자는 상호작용성을 필수적 품질로 인식하고, 서비스에 대해 불만족하는 경우 적극적인 의견 개진보다는 이탈을 선택한다는 점을 확인하였다. 이 연구결과는 인공지능 챗봇을 활용하여 시장 점유율을 높여가기 원하는 벤처기업은 인공지능 챗봇을 통한 고객과의 소통이 가장 중요하며, 서비스 개선을 위해 고객의 참여를 적극적으로 유도하여야만 한다는 점을 시사한다.

• Korean Journal of Acupuncture
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• 제41권1호
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• pp.27-32
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• 2024

Objectives : This study developed an AI-based patient chatbot and examined the usability and educational effectiveness of the chatbot in the context of Korean medicine education. Methods : The patient chatbot was developed using the AI chatbot builder 'Danbee', and a total of five experts were surveyed and interviewed to determine the usability, effectiveness, advantages, disadvantages, and improvement points of the chatbot. Results : The patient chatbot was found to have high usability and educational effectiveness. The advantages of the patient chatbot were 1) it provided students with practical experience in performing clinical skills, 2) it provided instructors with assessment materials while reducing their teaching burden, and 3) it could be effectively used for horizontal and vertical integration education. The disadvantages and improvements of the patient chatbot were 1) improving the accuracy of intention inference, 2) providing students with specific instructions for problem-solving activities, and 3) providing assessment results and feedback about students' activities. Conclusions : This study is significant in that it proposes a new training method to overcome the limitations of the existing doctor-patient simulation. It is hoped that this study will stimulate further research on the improvement of students' clinical skills using artificial intelligence.

• 한국엔터테인먼트산업학회논문지
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• 제15권4호
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• pp.369-381
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• 2021

AI(인공지능) 기술은 전시 기획, 현장 진행, 평가에 이르는 예술 전시 준비 과정에서 활용할 수 있다. AI는 전시 기획과 안내 서비스 분야부터 예술 창작의 도구까지 영역을 확장하고 있다. 본 연구는 전시와 AI 기술의 융합을 정보와 서비스 제공에 활용하는 챗봇을 중심으로 고찰해보았다. 더 구체적으로 연구하기 위해 네이버 클로바 챗봇 제작툴과 국립현대미술관의 정보를 사용하여 전시 서비스용 챗봇 개발(연구설계)을 진행하였다. 본 연구에서는 국립현대미술관의 모든 정보가 아닌 관람과 전시로 정보를 한정하였으며 버튼을 통해 원하는 답변을 얻는 시나리오 방식과 직접 질문을 입력하는 텍스트 Q&A 방식을 제공하는 챗봇을 개발(모델 및 평가)하였다. 엘리자(ELIZA)의 챗봇 평가 척도에 따라 여섯 가지 항목으로 챗봇을 평가해본 결과 5점 만점에 4.2점이 도출되었고 관람, 전시 정보를 전달하는 목적으로 사용될 챗봇 개발(연구모형)을 완성했다. 개발한 챗봇에 연속적인 시나리오 답변 연결과 텍스트 Q&A형 답변 실패 및 오류 해결 및 추가 서비스 확대를 통해 실제 예술 전시 공간에서 사용될 수 있는 완벽한 챗봇 모델을 제작하는 것을 향후 연구 과제로 삼는다.

• 디지털산업정보학회논문지
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• 제19권1호
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• pp.57-76
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• 2023

This study analyzes the factors and effects on the users' intention to switch from contact center-oriented to AI chatbot-oriented customer services by combining Push-Pull-Mooring Model and provides insights for companies considering the adoption of AI chatbots. To test the model, we surveyed users with experience using chatbots at least once across different age groups. Finally, we analyzed 176 cases for the analysis using IBM SPSS Statistics and SmartPLS 4.0. The results of hypotheses testing rejected the hypotheses for variables of inconsistent quality and low availability of push factors and low switching cost of mooring factor while accepting the hypotheses for the tardy response of push factors and all pull factors. Therefore, these findings provide important implications for researchers and practitioners who wish to conduct research or adopt AI chatbots. In conclusion, users do not feel inconvenienced by the contact center-oriented service but also perceive high trust and convenience with AI chatbot-oriented service. However, despite low switching costs, users consider chatbots a complementary tool rather than an alternative. So, companies adopting AI chatbots should consider what features the users expect from AI chatbots and facilitate these features when implementing AI chatbots.