On Design and Implementation a Federated Chat Service Framework in Social Network Applications

Abstract

As many organizations deploy their chatbots on social network applications to interact with their customers, a person may switch among different chatbots for different services. To reduce the switching cost, this study proposed the Federated Chat Service Framework. The framework maintains user profiles and historical behaviors. Instead of deploying chatbots, organizations follow the rules of the framework to provide chat services. Therefore, the framework can organize service requests with context information and responses to emulate the conversations between users and chat services. Consequently, the study can hopefully contribute to reducing the cost for a user to communicate with different chatbots.