Empathetic Chatbot Enhancement and Development: A Literature Review

Abstract

Chatbots are dialog engines for interactive user experience which help by providing stakeholders such as consumers, device owners, maintenance workers, and so on with real-time tools (answers to any questions, instructions to use the equipment, help for decisions, etc.). Nowadays, chatbot usage is not only for closed domain needs but has also become common across companies. Some businesses use chatbots for their customer support to provide details for the client and also to allow online transactions. It is crucial that businesses should not look at chatbots simply as a digital medium for advertisement. They should be focusing on the part of the Chatbot communication service. To improve the interaction of chatbot communication service, a blended skill chatbot was proven to have a great performance which also having an inference, personalization, empathy, and knowledge. In this paper, we conduct a literature review that giving an insight into the recent development and statistical inference for empathetic chatbots and having a result of 13% of a hybrid model, 27% of a retrieval model, and 60% of the generative model to be analyzed its trends.