Abstract:
Automated conversational agents are often
regarded as the most promising method of responding to
customer queries with minimum human intervention. Focus of
the existing literature is mostly on technological innovations such
as artificial intelligence and learning. A generalized text based
real-time conversational agent or a chatbot development
framework can be both conceptually and practically appealing,
as a way to develop technologies to improve the responsiveness
and customer friendliness of the chatbots. Different forms of
technological advancements could help the firms to deploy right
chatbot technology with regard to the user requirements in their
organizations. This paper explores some product design ideas
such as Analytic Hierarchy Process (AHP) and Quality Function
Deployment (QFD) drawn from industrial engineering literature
for chatbot development.
