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      Back to the Future: Lessons from Knowledge Engineering Methodologies for Chatbot Design and Development

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      Proceedings of the 32nd International BCS Human Computer Interaction Conference (HCI)

      Human Computer Interaction Conference

      4 - 6 July 2018

      Chatbot Development, Chatbot Methodology, Knowledge Engineering, Chatbot Lifecycle, Chatbot Usability, Chatbot Scripting, Knowledge Elicitation, Expert Systems, Mental healthcare chatbots

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          Abstract

          This paper explores the area of conversational user interfaces and chatbot development, focusing on the methodological aspects of development. The domain in this paper for chatbot development is healthcare. An increasing issue in chatbot development relates to the difficulty in eliciting specific domain knowledge. As chatbots become more ubiquitous in our daily lives with more complex use cases, the process of eliciting and codifying the domain knowledge has become more complex. This is a problem revisited; in the 1980’s, ‘expert systems’ grew rapidly in popularity and such systems required the same processes of elicitation and codification of human know-how or expertise as we now re-witness in modern chatbot development. A new area of ‘knowledge engineering’ developed from the expert systems or ‘knowledge-based systems’ field and from this several knowledge engineering methodologies emerged. The present paper revisits these methodologies and asks if there are lessons to be learned for chatbot design and development from such decades old knowledge engineering methods. The paper presents an amendment to a chatbot methodology, incorporating new stages of ‘knowledge gathering’ and ‘usability testing’ into the process.

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          Most cited references 11

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          Knowledge engineering: Principles and methods

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            Chatbots and the new world of HCI

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              CommonKADS: a comprehensive methodology for KBS development

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                Author and article information

                Contributors
                Conference
                July 2018
                July 2018
                : 1-5
                Affiliations
                Ulster University

                Belfast, N. Ireland
                Inspire Workplaces

                Belfast, N. Ireland
                Article
                10.14236/ewic/HCI2018.153
                © Cameron et al. Published by BCS Learning and Development Ltd. Proceedings of British HCI 2018. Belfast, UK.

                This work is licensed under a Creative Commons Attribution 4.0 Unported License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/

                Proceedings of the 32nd International BCS Human Computer Interaction Conference
                HCI
                32
                Belfast, UK
                4 - 6 July 2018
                Electronic Workshops in Computing (eWiC)
                Human Computer Interaction Conference
                Product
                Product Information: 1477-9358BCS Learning & Development
                Self URI (journal page): https://ewic.bcs.org/
                Categories
                Electronic Workshops in Computing

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