Evaluating Use Cases Suitability for Conversational User Interfaces

Pedro Ferreira, André Vasconcelos

2019

Abstract

The developments in Natural Language Understanding (NLU) are enabling tasks that were typically performed interacting with humans to be now performed interacting with dialog systems, using the same natural language. Dialog systems can also be used in alternative to more traditional graphic user interface (GUI) applications. A review of the intrinsic differences and benefits of humans interacting with dialog systems in alternative to other humans or GUI applications is performed. It is also reviewed the types of use cases that are now being performed by chatbots. This paper aims to identify the factors that influence the selection of use cases suitable for conversational user interfaces, enabling organizations to make more informed decisions regarding chatbots implementations. The factors identified are grouped in three categories: (i) general factors, (ii) factors to be considered to implement a chatbot over a human operator; and (iii) factors that should be considered when implementing a chatbot over a traditional GUI application. Finally, an assessment to the scheduling a medical appointment use case is performed, using the defined factors. This use case is considered suitable to a conversational user interface according to the factors.

Paper Citation

in Harvard Style

Ferreira P. and Vasconcelos A. (2019). Evaluating Use Cases Suitability for Conversational User Interfaces.In Proceedings of the 21st International Conference on Enterprise Information Systems - Volume 1: ICEIS, ISBN 978-989-758-372-8, pages 431-437. DOI: 10.5220/0007732904310437

in Bibtex Style

@conference{iceis19,
author={Pedro Ferreira and André Vasconcelos},
title={Evaluating Use Cases Suitability for Conversational User Interfaces},
booktitle={Proceedings of the 21st International Conference on Enterprise Information Systems - Volume 1: ICEIS,},
year={2019},
pages={431-437},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0007732904310437},
isbn={978-989-758-372-8},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 21st International Conference on Enterprise Information Systems - Volume 1: ICEIS,
TI - Evaluating Use Cases Suitability for Conversational User Interfaces
SN - 978-989-758-372-8
AU - Ferreira P.
AU - Vasconcelos A.
PY - 2019
SP - 431
EP - 437
DO - 10.5220/0007732904310437