TY - GEN
T1 - Cognitive technology model to enhanced academic support services with chatbots
AU - Choque-Diaz, Marilyn
AU - Armas-Aguirre, Jimmy
AU - Shiguihara-Juarez, Pedro
N1 - Publisher Copyright:
© 2018 IEEE.
PY - 2018/11/6
Y1 - 2018/11/6
N2 - In this paper, we propose a cognitive technology model to enhance academic support services with chatbots. The difference between the conventional models and the model proposed in this paper lies in adding Customer Experience patterns to the chatbot. This could substantially improve the interaction between the chatbot and the student in the institution. Our proposed model also emphasizes the use of best practices for real-time data processing. The model consists of five phases: 1. Capture; 2. Understanding Natural Language; 3. Dialog management; 4. Generated responses; 5. Consumption. We evaluate our cognitive technology model with undergraduate students at Universidad Peruana de Ciencias Aplicadas. The preliminary results showed a reduction of more than 99.9% in the average response time expected per query and an acceptance level of 80% within the target population.
AB - In this paper, we propose a cognitive technology model to enhance academic support services with chatbots. The difference between the conventional models and the model proposed in this paper lies in adding Customer Experience patterns to the chatbot. This could substantially improve the interaction between the chatbot and the student in the institution. Our proposed model also emphasizes the use of best practices for real-time data processing. The model consists of five phases: 1. Capture; 2. Understanding Natural Language; 3. Dialog management; 4. Generated responses; 5. Consumption. We evaluate our cognitive technology model with undergraduate students at Universidad Peruana de Ciencias Aplicadas. The preliminary results showed a reduction of more than 99.9% in the average response time expected per query and an acceptance level of 80% within the target population.
KW - academic support services
KW - artificial intelligence
KW - chatbots
KW - Cognitive
KW - customer experience
KW - human-computer interaction
KW - technology
UR - http://www.scopus.com/inward/record.url?scp=85058033179&partnerID=8YFLogxK
U2 - 10.1109/INTERCON.2018.8526411
DO - 10.1109/INTERCON.2018.8526411
M3 - Contribución a la conferencia
AN - SCOPUS:85058033179
T3 - Proceedings of the 2018 IEEE 25th International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2018
BT - Proceedings of the 2018 IEEE 25th International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2018
PB - Institute of Electrical and Electronics Engineers Inc.
Y2 - 8 August 2018 through 10 August 2018
ER -