AI and Emojis in chatbot feedback
Duong, Hanh (2022)
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2022122131317
https://urn.fi/URN:NBN:fi:amk-2022122131317
Tiivistelmä
We meet more and more Chatbots and other Artificial Intelligence agents in our everyday life because of their achievements and proven efficiency. Therefore, this research studies the application of AI-based chatbots with sentiment analysis and the trendy usage of emojis. The aim of the research is to define best practices.
The research aims to answer the questions related to what are chatbots and how is AI used in chatbots. How can a chatbot help a business/institution? How to make a chatbot that meets the market requirements? What is the importance of AI in creating chatbots? How can a chatbot learn to answer users’ questions? How can a chatbot understand emotions? Should it use emojis?
State-of-the-art literature about chatbots and AI is used to contribute to the background. This gives a strong background for the investigation that is by nature hands-on and valuable to the audiences.
Two prototypes: one without using emojis and one with using emojis were created to give a comparison of the different practices. Then, a best practice for using emojis in chatbots is proposed with the purpose of creating a chatbot that is both useful and friendly.
The methods used throughout the research are qualitative research: surveys and numerous interviews were conducted with the purpose to understand users and create a chatbot that can help to solve users’ problems and enhance their user experience.
According to the research, users have high expectations for a chatbot which uses AI could help them to find information easily, and accurately and can ask follow-up questions like a human. In addition, users like the new method of giving feedback via a chatbot which is friendly and convenient. Emojis are essential to deploy on our chatbots to make the conversation go naturally. Gradually, emojis become an essential element to a chatbot, although some users don’t impress much with emojis, however, emojis usually bring positive emotions to them.
To conclude: chatbots are an effective tool to assist businesses and the potential for their development is wide and good consideration is required to deploy it.
The research aims to answer the questions related to what are chatbots and how is AI used in chatbots. How can a chatbot help a business/institution? How to make a chatbot that meets the market requirements? What is the importance of AI in creating chatbots? How can a chatbot learn to answer users’ questions? How can a chatbot understand emotions? Should it use emojis?
State-of-the-art literature about chatbots and AI is used to contribute to the background. This gives a strong background for the investigation that is by nature hands-on and valuable to the audiences.
Two prototypes: one without using emojis and one with using emojis were created to give a comparison of the different practices. Then, a best practice for using emojis in chatbots is proposed with the purpose of creating a chatbot that is both useful and friendly.
The methods used throughout the research are qualitative research: surveys and numerous interviews were conducted with the purpose to understand users and create a chatbot that can help to solve users’ problems and enhance their user experience.
According to the research, users have high expectations for a chatbot which uses AI could help them to find information easily, and accurately and can ask follow-up questions like a human. In addition, users like the new method of giving feedback via a chatbot which is friendly and convenient. Emojis are essential to deploy on our chatbots to make the conversation go naturally. Gradually, emojis become an essential element to a chatbot, although some users don’t impress much with emojis, however, emojis usually bring positive emotions to them.
To conclude: chatbots are an effective tool to assist businesses and the potential for their development is wide and good consideration is required to deploy it.