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Ascertain Quality Attributes for Design and Development of New Improved Chatbots to Assess Customer Satisfaction Index (CSI): A Preliminary Study

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Advances in Visual Informatics (IVIC 2019)

Part of the book series: Lecture Notes in Computer Science ((LNIP,volume 11870))

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Abstract

Chatbots are artificial intelligence applications that are used as tools to communicate and assist humans in any task designed. It uses knowledge that has been provided by the developer and continue to learn on its own through a Natural Language Processing (NLP) approach. This paper highlights a study that aims to investigate quality attributes for a new improved Chatbots to assess customer satisfaction. The preliminary study was conducted to acquire prior understanding on the characteristics and functionalities capable of Chatbots to capture potential customer satisfaction in the tourism domain before a prototype is developed. The findings from this study reveal seven (7) plausible dimensions with several sub-factors of quality attributes that can be applied to new improved Chatbots. These dimensions and sub-factors are useful inputs to the Systems Requirement Specifications (SRS) for the design and development of new improved Chatbots to assess Customer Satisfaction Index (CSI).

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Authors and Affiliations

  1. Institute of Visual Informatics, Universiti Kebangsaan Malaysia, 43600, Bangi, Selangor, Malaysia

    Nurul Muizzah Johari, Halimah Badioze Zaman & Puteri N. E. Nohuddin

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  1. Nurul Muizzah Johari
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  3. Puteri N. E. Nohuddin
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Correspondence to Halimah Badioze Zaman .

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Editors and Affiliations

  1. Universiti Kebangsaan Malaysia, Bangi, Malaysia

    Halimah Badioze Zaman

  2. Dublin City University, Dublin, Ireland

    Alan F. Smeaton

  3. National Central University, Taoyuan City, Taiwan

    Timothy K. Shih

  4. Carlos III University of Madrid, Madrid, Spain

    Sergio Velastin

  5. Toyo University, Tokyo, Japan

    Tada Terutoshi

  6. Universiti Kebangsaan Malaysia, Bangi, Malaysia

    Nazlena Mohamad Ali

  7. Universiti Kebangsaan Malaysia, Bangi, Malaysia

    Mohammad Nazir Ahmad

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Johari, N.M., Zaman, H.B., Nohuddin, P.N.E. (2019). Ascertain Quality Attributes for Design and Development of New Improved Chatbots to Assess Customer Satisfaction Index (CSI): A Preliminary Study. In: Badioze Zaman, H., et al. Advances in Visual Informatics. IVIC 2019. Lecture Notes in Computer Science(), vol 11870. Springer, Cham. https://doi.org/10.1007/978-3-030-34032-2_13

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  • DOI: https://doi.org/10.1007/978-3-030-34032-2_13

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