Cognitive technology model to enhanced academic support services with chatbots

Marilyn Choque-Diaz, Jimmy Armas-Aguirre, Pedro Shiguihara-Juarez

Resultado de la investigación: Capítulo del libro/informe/acta de congresoContribución a la conferenciarevisión exhaustiva

8 Citas (Scopus)

Resumen

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.

Idioma originalInglés
Título de la publicación alojadaProceedings of the 2018 IEEE 25th International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2018
EditorialInstitute of Electrical and Electronics Engineers Inc.
ISBN (versión digital)9781538654903
DOI
EstadoPublicada - 6 nov. 2018
Publicado de forma externa
Evento25th IEEE International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2018 - Lima, Perú
Duración: 8 ago. 201810 ago. 2018

Serie de la publicación

NombreProceedings of the 2018 IEEE 25th International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2018

Conferencia

Conferencia25th IEEE International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2018
País/TerritorioPerú
CiudadLima
Período8/08/1810/08/18

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