KnowBots: Discovering Relevant Patterns in Chatbot Dialogues

Adriano Rivolli*, Catarina Amaral, Luís Guardão, Cláudio Rebelo de Sá, Carlos Soares

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

1 Citation (Scopus)

Abstract

Chatbots have been used in business contexts as a new way of communicating with customers. They use natural language to interact with the customers, whether while offering products and services, or in the support of a specific task. In this context, an important and challenging task is to assess the effectiveness of the machine-to-human interaction, according to business’ goals. Although several analytic tools have been proposed to analyze the user interactions with chatbot systems, to the best of our knowledge they do not consider user-defined criteria, focusing on metrics of engagement and retention of the system as a whole. For this reason, we propose the KnowBots tool, which can be used to discover relevant patterns in the dialogues of chatbots, by considering specific business goals. Given the non-trivial structure of dialogues and the possibly large number of conversational records, we combined sequential pattern mining and subgroup discovery techniques to identify patterns of usage. Moreover, a friendly user-interface was developed to present the results and to allow their detailed analysis. Thus, it may serve as an alternative decision support tool for business or any entity that makes use of this type of interactions with their clients.

Original languageEnglish
Title of host publicationDiscovery Science
Subtitle of host publication22nd International Conference, DS 2019, Split, Croatia, October 28-30, 2019. Proceedings
EditorsPetra Kralj Novak, Sašo Džeroski, Tomislav Šmuc
Place of PublicationCham
PublisherSpringer
Pages481-492
Number of pages12
ISBN (Electronic)978-3-030-3378-0
ISBN (Print)978-3-030-33777-3
DOIs
Publication statusPublished - 16 Oct 2019
Event22nd International Conference on Discovery Science, DS 2019 - Radisson Blu Resort and Spa, Split, Croatia
Duration: 28 Oct 201930 Oct 2019
https://ds2019.irb.hr/

Publication series

NameLecture Notes in Artificial Intelligence ; subseries of Lecture Notes in Computer Science
PublisherSpringer
Volume11828 LNAI
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference22nd International Conference on Discovery Science, DS 2019
Abbreviated titleDS2019
CountryCroatia
CitySplit
Period28/10/1930/10/19
Internet address

Keywords

  • Chatbot analysis
  • Chatbot analytics
  • Logs analysis
  • Sequence mining
  • Subgroup discovery

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