A critical review of state‐of‐the‐art chatbot designs and applications

IF 6.4 2区计算机科学 Q1 COMPUTER SCIENCE, ARTIFICIAL INTELLIGENCE

Wiley Interdisciplinary Reviews-Data Mining and Knowledge Discovery Pub Date : 2021-10-25 DOI:10.1002/widm.1434

Bei Luo, Raymond Y. K. Lau, Chunping Li, Yain-Whar Si

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引用次数: 72

Abstract

Chatbots are intelligent conversational agents that can interact with users through natural languages. As chatbots can perform a variety of tasks, many companies have committed numerous resources to develop and deploy chatbots to enhance various business processes. However, we lack an up‐to‐date critical review that thoroughly examines both state‐of‐the‐art technologies and innovative applications of chatbots. In this review, we not only critically analyze the various computational approaches used to develop state‐of‐the‐art chatbots, but also thoroughly review the usability and applications of chatbots for various business sectors. We also identify gaps in chatbot‐related studies and propose new research directions to address the shortcomings of existing studies and applications. Our review advances both academic research and practical business applications of state‐of‐the‐art chatbots. We provide guidance for practitioners to fully realize the business value of chatbots and assist in making sensible decisions related to the development and deployment of chatbots in various business contexts. Researchers interested in the design and development of chatbots can also gain useful insights from our critical review and identify fruitful research topics and future research directions based on the research gaps discussed herein.

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对最先进的聊天机器人设计和应用进行了评述

聊天机器人是智能对话代理，可以通过自然语言与用户进行交互。由于聊天机器人可以执行各种任务，许多公司已经投入了大量资源来开发和部署聊天机器人，以增强各种业务流程。然而，我们缺乏一份最新的批判性审查，以彻底检查最先进的技术和聊天机器人的创新应用。在这篇综述中，我们不仅批判性地分析了用于开发最先进聊天机器人的各种计算方法，而且还全面回顾了聊天机器人在各个业务部门的可用性和应用。我们还确定了聊天机器人相关研究中的空白，并提出了新的研究方向，以解决现有研究和应用的不足。我们的综述推进了最先进的聊天机器人的学术研究和实际商业应用。我们为从业者提供指导，以充分实现聊天机器人的业务价值，并帮助他们做出与各种业务环境中聊天机器人的开发和部署相关的明智决策。对聊天机器人的设计和开发感兴趣的研究人员也可以从我们的批判性评论中获得有用的见解，并根据本文讨论的研究差距确定富有成效的研究主题和未来的研究方向。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Wiley Interdisciplinary Reviews-Data Mining and Knowledge Discovery COMPUTER SCIENCE, ARTIFICIAL INTELLIGENCE-COMPUTER SCIENCE, THEORY & METHODS

CiteScore

22.70

自引率

2.60%

发文量

审稿时长

>12 weeks

期刊介绍： The goals of Wiley Interdisciplinary Reviews-Data Mining and Knowledge Discovery (WIREs DMKD） are multifaceted. Firstly, the journal aims to provide a comprehensive overview of the current state of data mining and knowledge discovery by featuring ongoing reviews authored by leading researchers. Secondly, it seeks to highlight the interdisciplinary nature of the field by presenting articles from diverse perspectives, covering various application areas such as technology, business, healthcare, education, government, society, and culture. Thirdly, WIREs DMKD endeavors to keep pace with the rapid advancements in data mining and knowledge discovery through regular content updates. Lastly, the journal strives to promote active engagement in the field by presenting its accomplishments and challenges in an accessible manner to a broad audience. The content of WIREs DMKD is intended to benefit upper-level undergraduate and postgraduate students, teaching and research professors in academic programs, as well as scientists and research managers in industry.