Skip to main content
SpringerLink
Log in

Towards a Systematic Approach for Chatbot Development in Digital Work Environments

  • Chapter
  • First Online:
Digital Supply Chains and the Human Factor

Part of the book series: Lecture Notes in Logistics ((LNLO))

Abstract

Chatbots allow to interact with machines in a natural language dialog. Especially in digital work environments, they offer potential for a more intuitive human-computer interaction and remove the need for artificial user interfaces, which users have to learn to operate. However, chatbots typically have to be configured with knowledge about the use case at hand, potential dialog paths, and user interactions, which means to explicitly define user input and chatbot response. The interplay between human and machine defines the perceived user experience. In this chapter, we describe our approach to develop dialogs for chatbot interaction. We use and adapt the Interaction Room Method for this purpose and introduce necessary elements to define required components, especially utterances, intents, and entities.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 149.00
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 199.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info
Hardcover Book
USD 199.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Notes

  1. 1.

    Windows, Icons, Menus, Pointer—the common interaction paradigm used in most computing systems.

  2. 2.

    We will use the terms Computer and Machine as synonyms throughout the chapter.

  3. 3.

    Although this classification is often questionable, because the foundation of most chatbot applications is a classic rule-based system without AI involvement.

  4. 4.

    Tokenization is the process of identifying meaningful entities with a text; in this case, words.

  5. 5.

    Agility is more of a mindset than a concrete method. In simple terms, using agile methods should enable teams to develop and deploy software in smaller chunks, which should lead to fewer errors and faster integration of new requirements. The Manifesto for Agile Software Development summarizes the core ideas [1].

  6. 6.

    Which by no means implies that formal notations are useless, but that they should be used when appropriate, e.g. to document finalized models.

References

  1. Beck K, Beedle M, van Bennekum A, Cockburn A, Cunningham W, Fowler M, Grenning J, Highsmith J, Hunt A, Jeffries R, Kern J, Marick B, Martin RC, Mellor S, Schwaber K, Sutherland J, Thomas D (2001) Manifesto for agile software development. http://www.agilemanifesto.org/. Accessed 20 April 2020

  2. Blandford A (2013) Engineering works: what is (and is not) “Engineering” for Interactive Computer Systems? In: Proceedings of the 5th ACM SIGCHI Symposium on Engineering interactive computing systems. In: EICS’13. ACM Press, New York. https://doi.org/10.1145/2494603.2480342

  3. Book M, Gruhn V, Striemer R (2016) Tamed agility: pragmatic contracting and collaboration in agile software projects. Springer International Publishing, Berlin

    Google Scholar 

  4. Brandtzaeg PB, Følstad A (2018) Chatbots: changing user needs and motivations. Interactions 25(5):38–43. https://doi.org/10.1145/3236669

    Article  Google Scholar 

  5. Cerezo J, Kubelka J, Robbes R, Bergel A (2019) Building an expert recommender chatbot. In: Proceedings of the 1st international workshop on bots in software engineering. In: BotSE’19. IEEE Press, Montreal, May 2019, pp 59–63. https://doi.org/10.1109/BotSE.2019.00022

  6. Fiore D, Baldauf M, Thiel C (2019) Forgot your password again?: acceptance and user experience of a chatbot for in-company IT support. In: Proceedings of the 18th international conference on mobile and ubiquitous multimedia (MUM’19), Association for Computing Machinery, Pisa, Italy, Nov 2019, , pp. 1–11. https://doi.org/10.1145/3365610.3365617

  7. Følstad A, Brandtzæg PB (2017) Chatbots and the new world of HCI. Interactions 24(4):38–42. https://doi.org/10.1145/3085558

    Article  Google Scholar 

  8. Følstad A, Nordheim CB, Bjørkli CA (2018) What makes users trust a chatbot for customer service? An exploratory interview study. In: Bodrunova SS (ed) Internet science. Lecture notes in computer science. Springer International Publishing, Cham, pp 194–208. https://doi.org/10.1007/978-3-030-01437-7_16

  9. Hesenius M, Gruhn V (2019) Gesturecards—a hybrid gesture notation. In: Proceedings of the ACM on human-computer interaction 3:22:1–22:35. https://doi.org/10.1145/3331164

  10. Hesenius M, Kleffmann M, Gruhn V (2016) Sketching gesture-based applications in a collaborative working environment with wall-sized displays. In: 2016 International conference on collaboration technologies and systems (CTS). IEEE Conference Publications, pp 327–336. https://doi.org/10.1109/cts.2016.0066

  11. Hoda R, Salleh N, Grundy J, Tee HM (2017) Systematic literature reviews in agile software development: A tertiary study. Inform Software Technol 85:60–70. https://doi.org/10.1016/j.infsof.2017.01.007

    Article  Google Scholar 

  12. Kim S, Lee J, Gweon G (2019) Comparing data from chatbot and web surveys: effects of platform and conversational style on survey response quality. In: Proceedings of the 2019 CHI conference on human factors in computing systems. In: CHI ’19, Association for Computing Machinery, Glasgow, Scotland UK, May 2019, pp 1–12. https://doi.org/10.1145/3290605.3300316

  13. Kleffmann M (2014) Augir: the conceptual design and evaluation of an augmented interaction room. In: Proceedings of the 29th ACM/IEEE international conference on automated software engineering. In: ASE ’14, Association for Computing Machinery, New York, NY, USA, pp 883–886. https://doi.org/10.1145/2642937.2653467

  14. Kleffmann M, Hesenius M, Gruhn V (2015) Connecting UI and business processes in a collaborative sketching environment. In: Proceedings of the 7th ACM SIGCHI symposium on engineering interactive computing systems. In: EICS’15. ACM, New York, NY, USA, pp 200–205. https://doi.org/10.1145/2774225.2775076

  15. Klumpp M, Hesenius M, Meyer O, Ruiner C, Gruhn V (2019) Production logistics and human-computer interaction–state-of-the-art, challenges and requirements for the future. Int J Adv Manuf Technol 105(9):3691–3709. https://doi.org/10.1007/s00170-019-03785-0

    Article  Google Scholar 

  16. Law ELC, Roto V, Hassenzahl M, Vermeeren APOS, Kort J (2009) Understanding, scoping and defining user experience: a survey approach. In: Proceedings of the SIGCHI conference on human factors in computing systems. In: CHI ’09, ACM, New York, NY, USA, pp 719–728. https://doi.org/10.1145/1518701.1518813

  17. Luger E, Sellen A (2016) “Like having a really bad PA”: the gulf between user expectation and experience of conversational agents. In: Proceedings of the 2016 CHI conference on human factors in computing systems. In: CHI ’16, Association for Computing Machinery, New York, NY, USA, pp 5286–5297. https://doi.org/10.1145/2858036.2858288

  18. Nguyen MH (2020) The latest market research, trends, and landscape in the growing AI chatbot industry. https://www.businessinsider.com/chatbot-market-stats-trends. Accessed 20 April 2020

  19. Shah H, Warwick K, Vallverdú J, Wu D (2016) Can machines talk? Comparison of Eliza with modern dialogue systems. Comput Hum Behav 58:278–295. https://doi.org/10.1016/j.chb.2016.01.004

    Article  Google Scholar 

  20. Shipman FM, Marshall CC (1999) Formality considered harmful: Experiences, emerging themes, and directions on the use of formal representations in interactive systems. Comput Support Cooperative Work 8(4):333–352

    Article  Google Scholar 

  21. Toxtli C, Monroy-Hernández A, Cranshaw J (2018) Understanding chatbot-mediated task management. In: Proceedings of the 2018 CHI conference on human factors in computing systems. In: CHI’18. Association for Computing Machinery, Montreal, QC, Canada, pp 1–6, April 2018. https://doi.org/10.1145/3173574.3173632

  22. van Dam A (1997) Post-WIMP user interfaces. Commun ACM 40(2):63–67. https://doi.org/10.1145/253671.253708

    Article  MathSciNet  Google Scholar 

  23. Weizenbaum J (1966) Eliza—a computer program for the study of natural language communication between man and machine. Commun ACM 9(1):36–45. https://doi.org/10.1145/365153.365168

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. University of Duisburg-Essen, SchĂĽtzenbahn 70, 45127, Essen, Germany

    Ingo Börsting & Marc Hesenius

Authors
  1. Ingo Börsting
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Marc Hesenius
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Ingo Börsting .

Editor information

Editors and Affiliations

  1. Chair for Production and Logistics, Georg-August-University of Göttingen, Göttingen, Germany

    Matthias Klumpp

  2. Chair for Sociology, Institute of Education, Work and Society, University of Hohenheim, Stuttgart, Germany

    Caroline Ruiner

Rights and permissions

Reprints and permissions

Copyright information

© 2021 Springer Nature Switzerland AG

About this chapter

Check for updates. Verify currency and authenticity via CrossMark

Cite this chapter

Börsting, I., Hesenius, M. (2021). Towards a Systematic Approach for Chatbot Development in Digital Work Environments. In: Klumpp, M., Ruiner, C. (eds) Digital Supply Chains and the Human Factor. Lecture Notes in Logistics. Springer, Cham. https://doi.org/10.1007/978-3-030-58430-6_5

Download citation

  • DOI: https://doi.org/10.1007/978-3-030-58430-6_5

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-58429-0

  • Online ISBN: 978-3-030-58430-6

  • eBook Packages: EngineeringEngineering (R0)

Publish with us

Policies and ethics

Search

Navigation