Features requirement elicitation process for designing a chatbot application
Nurul Muizzah Johari, Puteri N. E. Nohuddin, Ahmad Hanif Ahmad Baharin, Noor Azuddin Yakob, M. J. Ebadi
Abstract
Abstract Today, chatbots are being employed across a wide range of businesses. The researchers will present the outcome of the literature exploration on attributes of chatbots that later become a reference to build a new chatbot for banking use. The goal is to use human natural language as an interaction medium to aid humans in doing any prescribed activity. It is important to think about how people engage with chatbots in order to create a viable and high‐quality chatbot solution. The authors aim to help the chatbot community by determining what qualities a chatbot should have and how to build a chatbot for a bank. For the purpose of compiling useful chatbot characteristics, the researchers searched through a group of linked papers. The survey was done on a small group of chatbot end users in order to get a sense of what functionalities are most important to the end users. On the basis of a summary of the literature research and data from a survey, a set of chatbot functional features is proposed. This research intended to provide a quality feature criterion for creating a chatbot application.