Designing Service-Oriented Chatbot Systems Using a Construction Grammar-Driven Natural Language Generation System

Service oriented chatbot systems are used to inform users in a conversational manner about a particular service or product on a website. Our research shows that current systems are time consuming to build and not very accurate or satisfying to users. We find that natural language understanding and natural language generation methods are central to creating an e�fficient and useful system. In this thesis we investigate current and past methods in this research area and place particular emphasis on Construction Grammar and its computational implementation. Our research shows that users have strong emotive reactions to how these systems behave, so we also investigate the human computer interaction component. We present three systems (KIA, John and KIA2), and carry out extensive user tests on all of them, as well as comparative tests. KIA is built using existing methods, John is built with the user in mind and KIA2 is built using the construction grammar method. We found that the construction grammar approach performs well in service oriented chatbots systems, and that users preferred it over other systems

Implementación de un chatbot y su influencia en el proceso de atención a las unidades descentralizadas de la SUTRAN 2016

RESUMEN La presente investigación tiene como Problema general ¿Cuál es la influencia de la implementación de un chatbot en el proceso de atención a las unidades descentralizadas de la SUTRAN, 2016? El objetivo general es determinar la influencia de la implementación de un chatbot en el proceso de atención a las unidades descentralizadas de la SUTRAN, 2016. El estudio fue de tipo Experimental y el diseño Cuasi - Experimental, La población en estudio estuvo conformada por todos los procesos de atención a las unidades descentralizadas de la Superintendencia de Transporte Terrestre de Personas, Carga y Mercancía, 2016 y el muestreo es no probabilístico por conveniencia de tamaño igual a 55, los datos se obtuvieron a través de la realización de un cuestionario a partir de una escala tipo Likert. Se tabularon y se procesaron los datos en el paquete estadístico SPSS Versión 24.0. Los resultados indican una influencia positiva de la implementación de un chatbot en el proceso de atención a las unidades descentralizadas de la SUTRAN, 2016. (sig. bilateral = 0.018 < 0.05; Rho = 0.317*). PALABRAS CLAVE: chatbot, IA, PLN, ML, proceso.ABSTRACT The current research has a general problem. What is the influence of the implementation of a chatbot in the process of attention to the decentralized units of SUTRAN 2016? The general objective is to determine the influence of the implementation of a chatbot in the process of attention to the decentralized units of the SUTRAN 2016. The study was of an Experimental type and a quasi - Experimental design, the population in study was composed of all the processes of attention to decentralized units of the Superintendency of road transport of people, goods and cargo 2016 and the sampling is not probabilistic for convenience of a size equal to 55, the data was obtained through the completion of a questionnaire from a Likert type scale, the data was tabulated and processed in the statistical package SPSS Version 24.0. The results indicate a positive influence of the implementation of a chatbot in the process of attention to the decentralized units of SUTRAN 2016. (sig. bilateral = 0.018 < 0.05; Rho = 0.317*). KEYWORDS: chatbot, AI, NLP, ML, process