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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.

            Content

            Author and article information

            Contributors
            Conference
            July 2018
            July 2018
            : 1-5
            Affiliations
            [0001]Ulster University

            Belfast, N. Ireland
            [0002]Inspire Workplaces

            Belfast, N. Ireland
            Article
            10.14236/ewic/HCI2018.153
            4551e6be-9dc0-4cad-a027-696168d9b74e
            © 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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