Chat-bots Project Presentation

Product: Structured Literature Review (SLR)

Group Name:
Student 1 Name/ID: Student 2 Name/ID:
Student 3 Name ID: Student 4 Name ID:
Student 5 Name ID:
 Introduction
•Artificial Intelligence, Machine Learning and Natural Language Processing are
all technologies aimed at achieving humanism in chatbots.
•Artificial intelligence (AI) is now widely used in a variety of industries,
including:
1. Fraud detection 4. Natural Language Processing
2. Visual synthesis 5. Natural Language Understanding.
3. Voice recognition
•There are over 40,000 machine intelligence conversation agents distributed across many platforms.
•Chat-bots provide a conversational experience by simulating real-life discussions with artificial intelligence and
natural language processing.
•Advancement in a software development improves replies over time by learning from previous interactions.
 Introduction (cont’d)
•Humanistic chat-bots allow for human-like interaction to be supplied
through a flexible channel.
•Some of the best examples of current chat-bots in the market include:
1. Apple’s Siri
2. Microsoft’s Cortana
3. Google’s Google assistant and
4. Facebook’s Messenger chat-bot
5. ALICE
6. MYCin
 Problem statement
•Experts in the field of artificial intelligence, machine learning, and software development are
constantly looking for a way to make chat-bots as humanistic as possible.
•Modern corporations are continuously attempting to expand their technological capabilities,
as seen by the structured literature study.
•Through technological improvements, the big business hopes to improve customer service
and expand service delivery.
•This is to obtain a competitive advantage over other capable corporations in terms of
profitable benefits and client base expansion.
•To assist consumers with their inquiries, a domain-specific chatbot will be built.
•In order to address the concerns of customer satisfaction caused by long lines and physical
encounters.
 Problem statement (Cont’d)
•In order to address the concerns of customer satisfaction caused by long lines and physical
encounters.
•The chatbot will enable personalized and speedy reliable communication and their chatbots
to help them manage their accounts, orders, or tickets.
•For example, chatbots can help customers with bank statements when they need them,
answer questions, and schedule appointments with organizational managers.
•Using natural language used in messaging, the chatbot will make customers feel secure and
at ease when using the service, irrespective of their computer knowledge.
•It also offers very convenient and quality services because all transactions take place within a
single chat discussion.
•The use of chatbots helps in eliminating the need for the user to browse via a website.
 Relevant literature
•The project adopted a cross-sectional literature review of over 500 peer-reviewed publications.
•The following four terms were used to conduct the literature review:
1. Context-awareness
2. Understanding of stated and implied expressions
3. Ability to manage cognitive load (ambiguity, complexity, nesting, and vagueness)
4. Ability to independent interpretation (lexical and semantic understanding)
•The terms are addressed, as well as the sub-terms included during the project's annotated
bibliography and NVIVO analysis stages.
•Additional futuristic questions have arisen as a result of the literature review conducted on a large number of
publications and studies published by the authors.
•A thorough study of the literature used to create an annotated bibliography was carried out.
2nd Presenter
 Description of the methodology
•The aim of this particular study was to deliver an SLR report as the product
•The approach employed was aimed at having a detailed review of available
publications that focus on chatbots obtained from Gitlab

Project tasks
•The project involved the following tasks:
1. Querying the Gitlab repository for relevant articles related to conversation agents
2. Downloading the material into Endnote
3. Converting the endnote files into pdf for easier reading
 Project tasks (cont’d)
4. Analyzing the articles to ascertain their appropriateness to the topic under study
Selecting the most ideal materials and discarding the rest
5. Preparing an annotated bibliography on the articles using the provided terms
6. Downloading Nvivo and registering to gain access
7. Uploading the files into Nvivo analysis software
8. Querying the files using the terms provided including new sub-terms
9. Going through the selected paragraphs and highlight then coding the paragraphs
10. Visualizing the data and including it in the final report
11. Write up the final 10000 words report.
 How the product was developed
•We chose the research questions for this study because we wanted to provide
extensive explanations of both the benefits and shortcomings of the chatbots that are
already in use.
•The main goal was to see how similar some of the most recently produced chatbots
are to being human in terms of dialogue.
•In order to achieve this task, we divided the task into the following stages;
1. Article identification and extraction.
2. Information analysis and coding using NVIVO
3. Creating annotated bibliographies and
4. Report writing.
 The Process adopted
Step 1:
•The Federation University of Australia repository was queried to identify and extract relevant
publications.
•Over 700 relevant publications were found in the university database, which we utilized during the
research.
•We used the terms "context awareness," "cognitive load," "complexity," "vague," "nesting," and
"ambiguity" to help us find the materials we were looking for. "lexical understanding" and "semantic
understanding" "Emotion," "expression," "interpretation," "comprehension," "humanness," and
"humanistic" are all terms used to describe how people feel.
•Whenever we clicked the query button, the terms we used produced over 100 relevant articles.
•We were able to gather approximately 700 articles in XML format, which we then imported into the
EndNote software.
The Process adopted (Cont’d)
•The articles were converted into PDF files that could be opened using Adobe Acrobat Professional.
•The papers would then be imported into the Nvivo analysis program.
Step 2:
•Relevance, credibility, reliability, and transferability were to be evaluated further on the collected papers
collected.
•We used the Nvivo software to categorize the papers and prepare the repository for coding.
•We checked the articles' legitimacy by running them via scholarly databases such as Google Scholar.
•We decided to use a few of the articles we found on Google Scholar because they were credible.
•Out of the 2,000 items we collected from the Federation University of Australia database, we only deleted
100.
•The findings aided us in gaining full knowledge of our study's themes, narratives, interpretations, and
contexts.
3rd Presenter
 The Process adopted (Cont’d)
•The findings aided us in gaining full knowledge of our study's themes, narratives, interpretations,
and contexts.
•To acquire relevant information about our research topic, we employed the NVIVO qualitative
analysis program.
•The software is primarily used for qualitative analysis of a variety of content-rich sources,
including surveys, peer-reviewed publications, fragmented texts, and social media, among others.
•Nvivo is a software program developed by QSR International that can code vast amounts of data
into specific categories.
•In this study, for example, we utilized the software to analyze over 500 articles to find only those
that were relevant to our course.
•We were able to augment the relevant articles and develop an annotated bibliography afterward.
 The Process adopted (Cont’d)
•The procedure for using Nvivo involved:
1. Registering on the software using our emails and entering the product key
2. Creating a new project with a unique project title or name
3. Importing data into the software; importing the articles
4. Creating a new folder and dumping the articles/files into it
5. Developing cases
6. Creating codes
7. Creating themes to be used
8. Creating search/text codes
9. Querying the files
10. Finally coding the relevant information to align code.
11. Saving the project into a new folder outside NVIVO.
12. Closing Nvivo.
 The Process adopted (Cont’d)
•The software's highlighted information was then coded according to how significant it was to the
research topic.
•The coding or allocating a paragraph to an appropriate theme or code took about three days on
average.
Step 3
•We created an annotated bibliography based on a combination of two terms we allocated ourselves
during the project's initial stages. A pair's key phrases yielded about 100 articles each, from which
the annotated bibliography was compiled.
Step 4
•We organized our activities into a write-up session at the end of the project.
•We attempted to synthesize our knowledge and generate a 10000+ word structured literature review
report.
 Evidence of research
Theme Discussion

Bartlett, 2019; Shumanov and Johnson, 2021; Hung, 2010; Liu

Context awareness et al, 2019; Chaves and Gerosa, 2021; Nuruzzaman & Hussain,
2018; Stefanidi et al, 2019; Qaffas, 2019; Maroengsit et al,
2019; Mao et al, 2019; Lu et al, 2020; Mao et al, 2019

Faris and Cheng, 2012; Finch et al, 2020; Sam, 2020; Waldera,
Cognitive load 2019; Moussiades, 2020

Kim, Lee, & Gweon, 2019; David et al, 2020; Tracey et al,
Ambiguity 2021; Yadav et al, 2019; Raval, 2020

Santos et al, 2020; Augello et al, 2012; Steinbock & Rao, 2020;
Complexity Shawar and Atwell, 2007; Pereira et al, 2016
 Evidence of research (Cont’d)
Baudart et al, 2018; Zhang et al, 2016; Cahn, 2017; Wang et al,
Vague 2016; Galitsky, 2021;
Kim, Lee, & Gweon, 2019; Syvanen and Valentini (2020);
Nesting Candello, Pinhanez, and Figueiredo, 2017; Coucke et al, 2018

Carisi, Albarelli & Luccio, 2019; Govindan et al, 2018; Lazebna

Emotion and Prykhodko, 2020; Fensel et al, 2020; Rahman et al, 2020;
Devaram, 2020; Lopez, 2021

Thapa, 2019; Samuel et al, 2020; Fensel et al, 2020; Santos et al,
Expression 2020; Pereira & Díaz, 2018; Jain et al, 2018; Liu et al, 2020;
Cheng, 2021

Knote, Söllner, and Leimeister, 2018; Chaves and Gerosa, 2021;

Lexical Augello et al, 2012; Steinbock & Rao, 2020; Shawar and Atwell,
2007

Spring et al, 2019; Adiwardana et al, 2020; Pereira and Barcina,

Semantic 2019; Mittal et al, 2021; Bagchi, 2020
4th Presenter
 The usefulness of the product
•A systematic literature review is a fundamental scientific activity that allows
scientists to see the "whole picture" in a certain field (Dziopa & Ahern, 2011).
•A systematic review finds, analyses, integrates, and synthesizes research
findings in order to produce an overview of current evidence that may be used to
support evidence-based practice.
•The ideas and thoroughness required in primary research are applied in the
systematic review technique.
•This particular product aims to help upcoming and current software developers
and computer programmers from not repeating design and developmental
mistakes done by previous chatbot development experts.
 The usefulness of the product (Cont’d)
•The product will be useful to future researchers in identifying
remaining research gaps to be studied upon.
•The product has also helped us in getting comparative knowledge
about challenges facing the chatbot development industry currently.
•The product is essential for it summarises research evidence
•The product clearly defines research questions with inclusion of
findings
•The product can help data analysts in data extraction and management
 Who will use the product
•Product will be used by:
•Computer programmers/scientists
•Software developers
•Academic researchers
•Students in higher learning institutions
•Corporates
•Artificial intelligence, machine learning, and natural language
processing learners and experts
 How the product will be used
•The product will be used to identify current research gaps that need to
be addressed.
•The product will help future chatbot development experts understand
current challenges hindering the development of humanistic chatbots.
•The product will be used to evaluate a variety of available publications
touching on chatbots development.
• The product can be used to generate statements that will help
corporates make better decisions.
 Product evaluation
•Product evaluation involves the methodical evaluation of the value or merit of time,
money, effort, and resources spent to accomplish a goal.
•The evaluation involved ascertaining the soundness of the SLR to the intended goal.
•The product was evaluated in the following areas
 Abstract – the product’s abstract was precise, clear, and relevant to the topic under
study
 Introduction – the introduction section of the product was informational enough for
readers to comprehend the research topic.
 Literature – this section contained a robust, diverse number of sources across the
topic of chatbots.
5th Presenter
 Product evaluation (Cont’d)
 Methodology – the methodology provided readers with a step-by-step flow of
how the product was developed.
 Findings – The findings section gave results on what we found upon analyzing
the vast number of peer-reviewed articles we evaluated.
 Recommendation – the recommendations we provided proved to be in
congruence with the topic under study
 Challenges – the challenges we found were provided in the last pages of the
product
 Conclusion – the conclusion summarised everything touching on the four
terms we were discussing.
 Product verification
•Without rigor, research loses its value, becomes fiction, and is no longer useful
(Chambers, 2020).
•As a result, all research methodologies pay close attention to dependability and
validity.
•In quantitative research, the emergence of statistical packages and the development
of computing systems coincided with challenges to rigor in qualitative inquiry.
•Simultaneously, qualitative inquiry had a crisis of trust from both inside and
outside the profession due to the lack of hard data.
•The verification process was conducted by our supervisor
• The product was peer reviewed for a period of one week
 Product satisfaction to user stories
•The product answers the research questions in detail in more than one
section of the SLR.
•Action on the recommendations provided in the product could be ideal
in solving the user stories challenges.
•Solving the challenges provided in the report can potentially lead to the
development of a fully humanistic chatbot.
 Conclusion
• The product concludes that users dealing with chat-bots may be lead to
believe that the chat-bots are human.
• Users feel considerably closer to conversing with humans than chat-
bots, because data is annotated in recovering prior interactions for
contextualization.
• Some of the recommendations in the product include;
1. Encourage development of natural human voicing
2. Development of real-life display of emotion
3. Language flexibility
 Conclusion (Cont’d)
• Some of the challenges that the product specifies include:
1. Poor input interpretation - for effective customer service, chatbots must
be natural, imaginative, and emotive as per the user inputs.
2. Achieving context awareness - context and relevant responses is crucial to
the progress of any chatbot, as a dialogue devoid of context would be
meaningless.
3. Limited understanding of expressions - conversation agents are subjected
to either text or audio which limits their ability to engage users in a
consistent manner
4. Testing cognitive load management - it's important to test and run the
chatbot to ensure its reliability.
 References
• Ashktorab, Z., Jain, M., Liao, Q. V., & Weisz, J. D. (2019, May). Resilient chatbots: Repair strategy
preferences for conversational breakdowns. In Proceedings of the 2019 CHI Conference on Human
Factors in Computing Systems (pp. 1-12).
• Augello, A., Pilato, G., Machi, A., & Gaglio, S. (2012, September). An approach to enhance chatbot
semantic power and maintainability: experiences within the FRASI project. In 2012 IEEE Sixth
International Conference on Semantic Computing (pp. 186-193). IEEE.
• Bagchi, M. (2020). Conceptualising a Library Chatbot using Open Source Conversational Artificial
Intelligence. DESIDOC Journal of Library & Information Technology, 40(6).
• Barricelli, B. R., & Fogli, D. (2021, July). Virtual Assistants for Personalizing IoT Ecosystems:
Challenges and Opportunities. In CHItaly 2021: 14th Biannual Conference of the Italian SIGCHI
Chapter (pp. 1-5).
• Bartlett, S. A. (2019). HelperBot: A Prototype System for Reducing Cognitive Load.
• Baudart, G., Hirzel, M., Mandel, L., Shinnar, A., & Siméon, J. (2018, November). Reactive chatbot
programming. In Proceedings of the 5th ACM SIGPLAN International Workshop on Reactive and
Event-Based Languages and Systems (pp. 21-30).
 References (cont’d)
• Chaves, A. P., & Gerosa, M. A. (2021). How should my chatbot interact? A survey on social characteristics in
human–chatbot interaction design. International Journal of Human–Computer Interaction, 37(8), 729-758.
• Chaves, A. P., Egbert, J., Hocking, T., Doerry, E., & Gerosa, M. A. (2021). Chatbots language design: the
influence of language variation on user experience. arXiv preprint arXiv:2101.11089.
• Cheng, L. C. (2021). AN EXPLORATORY DESIGN OF STRESS RELIEF CHATBOTS FOR TAIWANESE
ADOLESCENTS. Human-Technology.
• Colace, F., De Santo, M., Lombardi, M., Pascale, F., Pietrosanto, A., & Lemma, S. (2018). Chatbot for e-
learning: A case of study. International Journal of Mechanical Engineering and Robotics Research, 7(5), 528-
533.
• Coucke, A., Saade, A., Ball, A., Bluche, T., Caulier, A., Leroy, D., ... & Dureau, J. (2018). Snips voice platform:
an embedded spoken language understanding system for private-by-design voice interfaces. arXiv preprint
arXiv:1805.10190.
• Dale, R. (2016). The return of the chatbots. Natural Language Engineering, 22(5), 811-817.
• Chambers, C. D. (2020). Verification Reports: A new article type at Cortex. Cortex, 129, A1-A3.
• Dziopa, F., & Ahern, K. (2011). A systematic literature review of the applications of Q-technique and its
methodology. Methodology.
 References (cont’d)
• Blom, A., & THORSEN, S. (2013). A sentiment-based chat bot.
• Branham, S. M., & Mukkath Roy, A. R. (2019, October). Reading between the guidelines:
How commercial voice assistant guidelines hinder accessibility for blind users. In The 21st
International ACM SIGACCESS Conference on Computers and Accessibility (pp. 446-458).
• Cahn, J. (2017). CHATBOT: Architecture, design, & development. University of
Pennsylvania School of Engineering and Applied Science Department of Computer and
Information Science.
• Candello, H., Pinhanez, C., & Figueiredo, F. (2017, May). Typefaces and the perception of
humanness in natural language chatbots. In Proceedings of the 2017 chi conference on
human factors in computing systems (pp. 3476-3487).
• Carisi, M., Albarelli, A., & Luccio, F. L. (2019, September). Design and implementation of
an airport chatbot. In Proceedings of the 5th EAI International Conference on Smart
Objects and Technologies for Social Good (pp. 49-54).