Designing chatbots: perspectives and intersections in Information Science

ABSTRACT

Introduction:  Chatbots originated in the 1960s, but in today's technological landscape, they have emerged as important tools, improving the user experience and providing an agile and personalized service. From the perspective of Information Science (IS), chatbots represent a new channel of communication and interaction with information to facilitate access to large volumes of data, assist in the organization and classification of content, and even in the creation of information recommendation and curation systems. Thus, investigating how CI is being related to the development of chatbots is the question of this research.

Objective:  To investigate, in the academic-scientific literature, methodologies and technologies for developing chatbots, as well as their main applications and relations with CI. Methodology: A literature review was carried out between July and August 2024.

Results:  55 documents were analyzed, segmented into five categories: Methodologies, Models, Languages, Platforms and Processing techniques. The categories were designed to explore the diversity of approaches and techniques present in the literature, as well as to understand how different areas are using chatbots to optimize processes and services.

Results:  Fifty-five documents were analyzed, divided into five categories: Methodologies, Models, Languages, Platforms, and Processing Techniques. The categories were designed to explore the diversity of approaches and techniques present in the literature, as well as to understand how different areas are using chatbots to optimize processes and services.

Conclusion:  The constant evolution of AI and information retrieval technologies opens up a promising horizon for the development of chatbots. However, despite being related to various techniques and processes, CI is still not given much prominence. Future work suggests that CI techniques and methods be formally integrated into the development of chatbots.

KEYWORDS
Chatbot; Organization of information; Information retrieval; Information Science.