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Survey on the Design and Development of Indian Language Chatbots

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DOI: 10.1109/ICCISc52257.2021.9484891

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 Survey on the Design and Development of
Indian Language Chatbots
2021 International Conference on Communication, Control and Information Sciences (ICCISc) | 978-1-6654-0295-8/21/$31.00 ©2021 IEEE | DOI: 10.1109/ICCISc52257.2021.9484891

Athira Susan George1 , Gowri Muralikrishnan2 , Leya Rachel Ninan3 , Pranav S.Varrier4 , Dhanya L.K.5
1,2,3,4,5
Dept. of Computer Science and Engineering, Mar Baselios College of Engineering and Technology,
Kerala, India
Email: athirageorge288@gmail.com1 , gowrimuralikrishnan@gmail.com2 , leyarachelninan@gmail.com3 ,
pranavsvarrier@gmail.com4 , dhanya.lk@mbcet.ac.in 5

Abstract—A chatbot is an intelligent system which can hold a

conversation in real-time with a human being using natural
language. This paper describes a multitude of chatbots that
communicate in Indian Languages. Extensive research has been
done on chatbots in English before, but there is little study
on Chatbots in Indian languages. This survey was conducted
as a part of our project on an Intelligent Chatbot using Deep
Reinforcement Learning. The paper is based on the firm belief
that chatbots in Indian languages can be used to bridge the com-
munication gap amongst Indian users. For the chatbot to work
resourcefully, it needs to be provided vast logical resources. The
peculiarities of natural language require special care, especially
in the processing of synonyms, word forms, context, etc. This
survey paper deeply studies the methodologies and behaviours
of various Indian chatbots, and a comparison is drawn based on
their accuracy.
Index Terms—Artificial Intelligence, Chatbot, NLP, NLTK,
Virtual Assistant
I. I NTRODUCTION
India is on the verge of phenomenal progress with digital
interventions transforming even conventional government ser-
vices. Multilingual, knowledge-rich, intelligent chatbots are a
decisive next step in this direction. Natural Language Pro-
cessing (NLP) can broaden the internet access to a wider
part of India’s population. High computing GPU machines,
the widespread availability of high-speed internet, and the
increased use of mobile devices have aided in the development
of NLP technology.
English speakers constitute only ten percent of Indians; the
rest ninety percent speak languages such as Hindi, Marathi,
Gujarati, Bengali, Kannada, Telugu, Tamil, to name just a few
of the major languages spoken in India.
NLP, an AI segment, is critical in comprehending and
handling the human-language. Knowing words, phrases, def-
initions, syntactic structures, and how to link those concepts
in a comprehensible manner are all part of understanding a
language. This needs in-depth data concerning the languages
and, therefore the ability to interpret them. Part of speech
tagging, lemmatization, phrase extraction, text categorization,
entity extraction, and topic extraction are some of the valuable
NLP functionalities.
Here, a survey is presented based on twelve Indian Lan-
guage chatbots. Comparisons are carried out, and conclusions
are drawn.
Fig. 1. Source: Indian Languages – Defining India’s Internet, a report by
KPMG in India and Google, 2017
II. S URVEY ON C HATBOTS IN I NDIAN L ANGUAGES
A. Bengali
1) Golpo: Golpo is a retrieval-based closed domain chatbot
that is data-driven, which can converse in Bengali. The bot
is primarily based on a pattern matching algorithm that will
improve its accuracy through learning from interactions.
A manually created Bangla corpus is made to converse in
basic Bangla. It uses a chat interface based on its knowledge
base to respond to user-queries efficiently, in real-time. A
language-independent NLP library with a learning mechanism
is the backbone of this chatbot. Initially, the input is matched
with the entries in the database, then a confidence score is
calculated for the matched sentences, and finally, the one
with the highest confidence score is selected as the response
to the input. Best Match Adapter is employed to give out a
response based on the best known match to a given statement.
Then, the Jaccard Similarity function uses a Jaccard Index
to compare the known and input statements. This index is
kept at 50 per cent. The Chatbot achieves better accuracy
when compared to Neural Conversational Model (NCM), a
generative-based model, and outperforms the state-of-the-art
model Cleverbot [14].
2) Doly: Doly was created as a Bengali Chatbot that gives
a reply to the user query. It was created to be implemented
in the educational sector. Machine Learning (ML) algorithms
and Bengali Natural Language Processing (BNLP) are the
mainstays of this AI-powered chatbot. The chatbot uses a

978-1-6654-0295-8/21/$31.00 ©2021 IEEE

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 ML algorithm like a search algorithm to check the corpus
for similar findings. Then, the appropriate response is then
produced from the list using Naı̈ve Bayesian. The chatbot’s
dialogue corpus is derived from a basic Bengali Language
corpus, and it is saved in .yml format. For training the
prepared data-set, the whole data-set is pre-processed. The
various pre-processing methods used are anaphora, removing
stop words and lemmatization. The bot employs Hobbs’
Anaphora Resolution algorithm. The two novel lemmatization
methods based on data structures and computer programming
hash tables are Dictionary Based Search by Removing Affix
(DBSRA) and Trie. The accuracy of the system is 88%. The
creators of Doly wants to enable this chatbot as an effective
education tool for all Native-Bengali speaking students [1].
3) Bengali Informative Chatbot (BIC): BIC delivers
relevant data by using NLP. Trie and Dictionary Based Search
by Removing Affix (DBSRA), as well as Edit Distance, are
two algorithms for discovering the lemmatization of Bengali
words. To make the tasks simple, a Bengali Language Toolkit
(BLTK) and Bangla Regular Expression (BRE) are utilised
by the bot. The Bengali Anaphora resolution methodology
using the Hobbs’ algorithm is used, along with the Term
Frequency-Inverse Document Frequency (TF-IDF) and Cosine
Similarity, to get the right expression of information from
the documents. In addition, the creators compiled a Bengali
root word corpus, synonym word corpus, stopwords corpus,
and 700 question-answer pairs. The Accuracy of the system:
97.22% [2].
4) Disha: Bangla Healthcare Chatbot: Disha works in the
field of healthcare. It is a closed-domain machine learning-
based Bangla chatbot, aimed at stimulating conversation with
human users as a virtual medical assistant. Disha, the text-
based chatbot, converses with the user with the support of its
knowledge base. It aids in diagnosing potential diseases based
on the symptoms, keeps a log of the patient’s health status,
and warns the patient against health hazards. Initially, the user
enters basic information such as name, age, and blood group
into the chatbot. The chatbot asks many interactive questions
to collect the user’s information. A customized Bangla dataset
for disease classification was built. The name of the disease
along with its speciality is mapped to the type of doctor. Once
the disease is classified, the relevant suggestions regarding the
type of doctor, the user should turn to is displayed. While all
of the classifiers performed well and had high accuracy, SVM
was selected as the core classifier due to its highly efficient
performance. Furthermore, it had the highest accuracy of 98.39
per cent. [15].
B. Urdu
1) Nubot: Here, The bot deals with the generation of
accurate replies regarding unstructured data in Roman Urdu.
The corpus is used in the RASA NLU module to classify
intent. A knowledge graph is used in conjunction with the
RASA Framework to keep track of the dialogue history for a
Authorized licensed use limited to: COCHIN UNIVERSITY OF SCIENCE AND TECHNOLOGY. Downloaded on February 01,2022 at 04:58:34 UTC from IEEE Xplore. Restrictions apply.
semantic-based natural language paradigm. Intents generation
has a minimum accuracy of 64%, while answer generation
has a minimum accuracy of 82.1% and a maximum accuracy
gain of 96.7%. [3]. .
2) Umair: UMAIR is an Urdu customer service
representative chatbot. Its architecture includes a novel
engine, scripting language, and WOW (Word Order Wizard)
string similarity algorithm, which are combined to combat
the unique challenges proposed by Urdu. The controller is at
the core of the chatbot, and it aids in directing and managing
the conversation. This controller ensures that the conversation
goal is achieved. The conversation manager (CM) ensures
that the user stays true to the intention of the topic by joining
hands with the Path Manager (PM). The PM loads a path
that uses decision trees within the architecture, and it leads
the discussion towards the desired leaf node where the goal
lies. The scripting language allows response to be conveyed
in the form of maps, images, and forms. Another addition
is the AllowYesNo rule in the scripting language, which
makes Umair seem more helpful and intelligent to the user by
answering the queries with a “yes” or “no” response. The bot
combines WOW algorithm and PM overcomes the obstacles
posed by the Urdu language. Here, an utterance cleanser is
used to remove the special characters from the user input,
hence normalizing the user’s utterance. The accuracy of the
bot was predicted to be around 83% [17].
3) Neural Encoder-Decoder Based Urdu Chatbot: The
Neural Encoder-Decoder based chatbot is an Urdu-language
chatbot that can respond to user queries regarding the general
history and current affairs of Pakistan. It uses a seq2seq model
with an attention driven bi-directional encoder mechanism.
The attention mechanism enables the chatbot to give more
importance to the relevant parts of the user query while
generating the response. The encoder converts the query of
p words, x1, x2, ..., xp, into a series of vectors, c1, c2,
..., cp. The decoder then uses this vector to predict the
response of q words, y1, y2, ..., yq. The dataset for the
model was built by collecting data from 300 students of the
National University of Computer and Emerging Sciences who
entered questions into the database via a web portal designed
especially for this crowd-sourcing facility. The model achieved
a BLEU(Bilingual Evaluation Understudy Score) score of
58, which is the highest score obtained by any Urdu-based
conversational agents.
C. Odia
1) Chatbot that implements Odia POS Tagging in IoT
devices: One of the most challenging and advanced research
takes place in a subsection of NLP, called Part of speech
tagging (POST). This chatbot works in IoT-enabled-devices
with the functionality of Part of Speech Tagging.
The importance of text processing in understanding the
point of view of IoT-based smart devices, which are linked
through the internet and sensors, is highlighted here. POST’s
 function in text processing is to assist the human users in
simulating IoT-enabled devices. The chatbot’s functionality
is to receive a text from a human being using any natural
language and process it; after that, it is correctly understood, it
takes action and hits the target as directed, but all devices must
be linked through a local area network or a wide area network.
For the Chatbot programming to interact with IoT devices,
both a training and a test corpus are to be tagged. Once it
is trained, the increase in number of tagged corpus increases
the accuracy of the system while testing. If a sentence has
ten terms and two of them aren’t in the database, the system
cannot tag them. To solve this problem, a large data set can
be used to determine the accuracy of POS Tagger. Advanced
dataset methods can be used to improve the system’s accuracy.
[4].
D. Marathi
1) Query-Based Chatbot System in Marathi Language:
This system is designed according to the query-based system
in the Marathi language. The user asks a question to the sys-
tem, and the system automatically replays all answers through
the chatbot. All the query related information is added to this
system. All the data necessary for answering the question
is available on the portal. It is a communiqué simulating
computer program. Python is used to create the chatbot. The
chat is formed using a pattern that is known to the user and
could be easily understood. A chat dialogue box shows up to
create a conversation. Text recognition classification is used
for large size of data or files. It is simple to extract text data
from such large files using OCR technology. Text detection,
localization and tracking modules are correlated and constitute
the most vital and challenging part of the extraction process.
By using Tesseract OCR with the python system, we extract
the text from images, pdf or other multiple files [5].
2) AMBER Chatbot and Detection of Paraphrases: AM-
BER stands for A Marathi Based Eliza Chatterbot. AMBER
uses Sentence Generation. It uses the Paraphrasing detection
Library. It uses several frameworks for determining semantic
similarity DKPro Similarity. The alignment amongst idioms
and phrasal chunks is calculated by using a Word Alignment
Algorithm. AMBER executes various Natural Language Pro-
cessing tasks such as Transliteration, Tokenization, Part of
Speech. RDRPOST Tagger is used for obtaining POS Tags.
It uses phonetic and stripping algorithms to find suffixes [6].
E. Hindi
1) Query-Based Chatbot in Hindi: This chatbot is designed
according to a query-based system in Hindi language (Indian
Language). The user asks the question to the system; the
system automatically replays all answers through the chatbot.
OCR concept is used to fetch data from pdf or images in
text format. All the query related information is added to this
system. Although notable work is not carried out for the Hindi
language, chatbot but many researchers and organizations
have started building chatbot systems in this field [7].
Authorized licensed use limited to: COCHIN UNIVERSITY OF SCIENCE AND TECHNOLOGY. Downloaded on February 01,2022 at 04:58:34 UTC from IEEE Xplore. Restrictions apply.
2) AskDISHA: AskDISHA is an AI chatbot jointly devel-
oped by IRCTC and CoRover, which uses technologies like
artificial intelligence (AI), machine learning (ML), and natural
language processing (NLP) to answer passenger queries. It
supports user queries in English and Hindi and provides
responses in both text and audio formats. AskDISHA was
introduced as a solution to the difficulties faced by citizens
in obtaining information pertaining to railway reservations.
Often, passengers experience long waiting periods, even for
tiny queries. This chatbot can produce immediate responses
to user queries on ticket reservation, refund status, cancella-
tions, reservations, PNR search, and other travel packages and
offerings of IRCTC. When you start typing your query, the
AskDISHA agent will begin mining relevant questions from
the IRCTC Tourism’s administration, to provide user friendly
and flexible responses. AskDISHA has been observed to be
capable of answering passenger queries with an accuracy of
90%. In 2019, it was the recipient of the Asia Leadership
Award for Innovation Using Technology for being the first
chatbot for any government organization in India. [18]
F. Malayalam
1) An Interactive AI chatbot in Malayalam: This is a
retrieval based Malayalam chatbot with user preference elici-
tation using NLP. The system introduces a chatbot that has
embedded knowledge to identify the sentences and decide
itself as a response to a question. Here, the response principle
is to match the input sentence from the user. Kerala’s people
can go through the different Social Security Schemes of the
Kerala Government using this chatbot. The implementation
works based on NLP and AI. NLTK (Natural Language
Processing Toolkit) for Python is used to analyse text. The
data set consists of about 837 Kerala govt policies and 495
tokens which were extracted from the dataset. They use
word tokenization, stop word removal, Enchant and Jaccard.
The word tokenize method of NLTK helps in splitting the
paragraph into individual words. Stop word removal is used
for better tokenization. Enchant is a Python module that checks
a word’s spelling and provides suggestions for correcting it.
The Jaccard similarity is a measure of how close finite sample
sets are. The accuracy of the chatbot was found out to be 60%,
apart from the limitations of the Jaccard Algorithm [8].
2) Malayalam Chatbot based on Chatterbot Python Li-
brary: The system is a retrieval based domain-specific chatbot
that converses in the Malayalam language. The chatbot is
developed based on an NLP library with a Python package
based on Machine Learning(ML) mechanisms. The chatbot
matches the queries with the entries in the database and then
calculates a confidence value for sentences that matched. It
then finally selects the appropriate response based on the high-
est confidence value among them. The responses are retrieved
from the knowledge base based on the context. The input is
given to a web interface, and then it is processed. Sentences
that match the input text are selected. The known response to
the selected matches is returned. Then, the confidence value
is calculated for each response. The appropriate response with
 the highest confidence value is returned and then displayed.
Chatterbot includes training tools to make a simple training
process, including the loading of dialogues into the chatterbot
database. Several training classes are inbuilt in the chatterbot
package. Here, the data is trained from the dialogue corpus
using the Corpus Trainer Class of Chatterbot. Malayalam
Tourism corpus was manually created and then stored in
YAML format. Then, set a trainer for the Malayalam dialogue
corpus.
The chatterbot has a built-in storage adapter that connects
different databases and a chatterbot adapter. The Best Match
logic adapters are used to find the closest match. Here, a low
confidence adapter is used, and a threshold value of 0.5 is set.
The similarity between the input text and the known responses
is calculated by The Best Match adapter. Accurate answers are
generated when compared using the Jaccard index, as it shows
the response only when the correct word match is found. The
bot interacts with users in a better way when using Levenshtein
for comparison. It finds a response even for unknown instances
as it makes a character level comparison. Even though the bot
gives faulty responses, the conversation keeps going on [9].
G. Tamil
1) Poongkuzhali - An Intelligent Tamil Chatbot:
Poongkuzhali is a chatbot that simulates human conversation
in Tamil through Artificial Intelligence. The system’s job is
to produce a suitable answer based on the input query. This
input query can be based on a pre-existing conversation topic
in Tamil. It is possible to enter data in transliterated form.
The bot understands the user’s input (query or statement) in its
most basic sense. The user can submit the question in any way;
the chatbot will decode and understand it using a collection of
decomposition rules, regardless of its grammatical format. The
answer is then created by applying a collection of reassembly
rules from the knowledge base. After that, the answer is re-
framed to fit the user’s query. There are currently two domains
open, with the ability to add more in the future. For adding
domains and enhancing the knowledge base, there is a separate
interface.
The system will initiate a dialogue when the user is at a
loss. History data is maintained, even though each user-input
query is processed separately, in order to manage references
to previous questions. In addition, Poongkuzhali will respond
in the same voice (active or passive) as the user’s query. The
chatbot has a time complexity of the order of n, where n is
defined as the number of terms in the input [10].
2) Tamil Chatbot using Intent Recognition: This chatbot
applies Natural Language Processing (NLP) along with the
Dialog Flow API to respond to queries in Tamil. Intent
detection, conversation management routines, slot fulfillment,
and dialogue design are all essential modules in this Chabot.
Flask micro framework and Pusher Channels are also used
here.
The chatbot creates a communication bridge between
parents and the educational institution. It asks users to fill in
the necessary student information. The chatbot identifies the
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roll number from the required input after the user enters it.
Intents, entities and agents are used to accomplish these tasks.
The Agents are NLP modules that decipher the meaning
of the user’s queries and carry out the required action. The
agents translate the user’s request into machine-readable
data. The agents have Intents that provide the service that
the customer expects from them. The useful user input data
are derived using entities, which act as a keyword within
the requests. The request is then forwarded to an external
system that maintains the student’s information. The request
to the external system is rendered by a mechanism known
as Fulfillments. They aid in passing the request from the bot
to the external source, obtaining a response, and passing it
back to the user using ”Webhook”. The matched intent is
passed into a web service using a webhook to get results
from it. Fulfillment returns the result to the user, along with
the required database information. It was discovered that
the application could load with a CPU time less than 13
milliseconds. Furthermore, the performance time was reported
to be less than 40 milliseconds. [11].
H. Multi-Lingual Chatbots
1) Aham: Aham, provides information on COVID-19 in
7 Indian languages. It uses Dhee.ai as its platform. Aham
will provide the user with factual information curated by the
Ministry of Health and Family Welfare and the World Health
Organisation. [19]
2) COVID-19 Self Help Chatbot: The bot was created by
iBihar.org. It aims to provide factual information on Covid-19
based on the guidelines of WHO and Indian Government.
This chatbot can converse in four regional languages: English,
Hindi, Maithili and Urdu. This web based chatbot is one
of the few multilingual chatbots that engage in spreading
information of the pandemic to its users. [20]
3) Niki: It is a one-of-a-kind, completely automated AI-
powered chatbot developed by Niki.ai. It includes a unique
plug-and-play technology that can be integrated into an
Operating System, messaging platforms, Apps, and Websites.
The bot gives personalised recommendations for services and
products with no manual interventions. Besides Hindi, the
bot’s development in multiple Indian languages like Marathi,
Gujarati, Bangla, Tamil, Telugu, Kannada, besides English, is
in its making. [21]
4) Recharge Bot by Payjo: Payjo created India’s first
messenger bot that lets people recharge their phones, sets
reminders for recharge, and shows suitable phone number
plans. The Bot supports smart balance reminders for prepaid
phones. The chatbot currently supports Hindi, Tamil, Telugu,
and Kannada. [22]
 III. P LATFORMS THAT SUPPORT M ULTILINGUAL
C HATBOTS
A. Vernacular.ai
Initially, Vernacular.ai was introduced as a chatbot that
aims to solve India’s linguistic barrier problem for business
owners. Now it has grown itself into an AI-based platform
that delivers two products: VASR and VIVA. At first, the
artificial intelligence based chatbot uses the natural language
processing (NLP) technology in Indian languages. Now, the
platform supports 10 Languages and 160+ Dialects. It is also
available 24x7. It helps cut the expenses of companies by
40-60%. Lately, Voice & conversational intelligence are also
integrated into chatbots through an independent platform that
is constantly learning. [23]
B. Dhee.ai
DheeYantra is building a Multi-lingual AI/NLP platform,
dhee.ai. While traditional chatbots understand only English,
dhee.ai understands multiple languages. Its patent-pending
NLP algorithms for Indian Languages enable businesses to
engage and communicate with native language speakers in
their language. It supports real-time semantic understanding,
continuous learning, a dashboard for Real-time Analytics,
language filters. Dhee.ai takes care of responding to queries
on Facebook messenger too. A supporting mobile App can
be used to delegate chat to human agents to handle unknown
questions from Dhee.ai. It supports Indian English, Indic lan-
guages like Hindi, Tamil, Marathi, Gujarati, Bangla, Telugu,
Kannada, Malayalam, and foreign languages such as Aus-
tralian English, US English, UK English, Spanish. Support for
languages like German, Portuguese, French, Arabic, Swahili
is in progress. [24]
C. Haptik
Haptik is an artificial intelligence platform that develops
conversational assistants for companies to improve user in-
teractions and boost their productivity. Apart from AI bots
that converse in English, Haptik provides a platform (Linguist
Pro) that allows organizations to build multilingual chatbots
that support conversations in vernacular languages. Named
Entity Recognition (NER) is a key component of the algorithm
that runs behind Haptik’s bots. NER is a sub-process of
information extraction that attempts to identify and classify
entities in the text into predefined categories such as the name,
location, organization, and so on. A NER system for a chatbot
is heuristic-based and uses several NLP techniques to extract
the desired entities from the chat interface. There are various
entities that need to be identified, and entities of different types
need to be separated as different entities use different detection
logic. Haptik’s existing NER system developed for the purpose
of English chat was upgraded to support five languages: Hindi,
Marathi, Gujarati, Tamil, and Bengali. [25]
D. Flow.ai
Flow.ai is an AI-driven platform that can be used to create
multilingual chatbots. Currently, it provides support in over
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135 languages. It is highly flexible; the user can shift the
accuracy of NLP to get a match, the AI-engine will flow to
match this change. It employs a Drag and Drop feature, which
makes it very popular. [26]
IV. CHALLENGES
The following are the challenges encountered while creating
a chatbot in Indian Languages.
• Even with significant advancements in the field, translat-
ing idioms and slang remains an obstacle.
• Indian Languages carry ambiguity around their words.
The NLP algorithms must figure out such ambiguities
and complexities.
• The data-sets currently available for most Indian lan-
guages are small when compared to western languages.
• The features of NLP, such as Intent Recognition, Entity
Identification, or Grammatical Phrasing, are not available
for all Indic languages.
• There is a lack of resources regarding the literature and
grammar of Indian Languages.
• Some chat platforms have erratic features.
• The sentence structuring of English is subject-verb-object
word order whereas most Indic Languages uses subject-
object-verb.
V. INFERENCE
There are two approaches to build a chatbot in Indian
Language: Native NLU Development and Translation based
approach. In the Native NLU based approach, different NLU
components that allow chatbots to work end-to-end are con-
structed and trained using training data for the specific Indic
language. In Translation based approach, the user-input to the
chatbot in Indic languages are translated to English using a
translation API and then NLU components built-in English
are used. Both approaches are still inconsistent with regards
to creating an Indian language chatbot. Various works are still
in process in these two above stated approaches.
Hindi remains the Indian Language where most NLP ex-
periments are taking place, followed by Bengali. Other Indian
Languages have less work done on them. Unsupervised and
supervised language processing is advancing a lot and holds
a great scope for NLP works in low resources languages.
VI. C ONCLUSION
In this paper, the focus is on the design, development, and
performance of various Indian language chatbots. The rise in
chatbots has made the life of its provider and the user simpler,
as both the parties are mutually benefiting from it. However,
the bots are still in their initial phase of learning. The accuracy
will increase as more data is provided to them, improving
the system efficiency. Different methodologies and tools can
be used to develop chatbots depending on the end-use and
expected results. The paper discusses multiple existing ap-
proaches and platforms that are used to create chatbots in Indic
languages. Organizations have reduced costs, increased sales,
improved customer satisfaction, and had immense growth
 due to the implementation of chatbots. This massive rise in
multilingual chatbots should be looked upon positively, and
many Indian organizations should invest in this technology.
Even though most Indic languages have low resources, in the
future, there will be an increased work in the field of Indic
language NLP despite the challenges.
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