1 Introduction
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RQ1 What are conceptually grounded and empirically validated design elements for domain-specific chatbots?
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RQ2 Which chatbot archetypes can be empirically identified across diverse application domains?
2 Overview of Related Chatbot Literature
3 Research Approach
3.1 Taxonomy Development Procedure
3.2 Iteration 1
3.3 Iteration 2
3.4 Iteration 3
3.5 Iteration 4
3.6 Iteration 5
3.7 Evaluation
4 Chatbot Taxonomy
Layer 1: Perspective | Layer 2: Dimensions Di | Layer 3: Characteristics Ci,j | |
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Intelligence | D1 Intelligence framework | C1,1 Rule-based system | C1,2 Utility-based system |
C1,3 Model-based system | C1,4 Goal-based system | ||
C1,5 Self-learning system | |||
D2 Intelligence quotient | C2,1 Only rule-based knowledge | C2,2 Text understanding | |
C2,3 Text understanding and further abilities | |||
D3 Personality processing | C3,1 Principal self | C3,2 Adaptive self | |
D4 Socio-emotional behavior | C4,1 Not present | C4,2 Present | |
D5 Service integration | C5,1 None | C5,2 Single integration | |
C5,3 Multiple integration | |||
Interaction | D6 Multimodality | C6,1 Unidirectional | C6,2 Bidirectional |
D7 Interaction classification | C7,1 Graphical | C7,2 Interactive | |
D8 Interface personification | C8,1 Disembodied | C8,2 Embodied | |
D9 User assistance design | C9,1 Reactive assistance | C9,2 Proactive assistance | |
D10 Number of participants | C10,1 Individual human participant | C10,2 Two or more human participants | |
D11 Additional human support | C11,1 No | C11,2 Yes | |
D12 Front-end user interface channel | C12,1 App | C12,2 Collaboration and communication tools | |
C12,3 Social media | C12,4 Website | ||
C12,5 Multiple | |||
Context | D13 Chatbot role | C13,1 Facilitator | C13,2 Peer |
C13,3 Expert | |||
D14 Relation duration | C14,1 Short-term relation | C14,2 Long-term relation | |
D15 Application domain | C15,1 E-customer service | C15,2 Daily life | |
C15,3 E-commerce | C15,4 E-learning | ||
C15,5 Finance | C15,6 Work and career | ||
D16 Collaboration goal | C16,1 Non goal-oriented | C16,2 Goal-oriented | |
D17 Motivation for chatbot use | C17,1 Productivity | C17,2 Entertainment | |
C17,3 Social/relational | C17,4 Utility |