Itech 7415 Master Project

Towards Humantistics Behaviour in Chatbots: State-of-the-Art Survey,

Limitationsand Challenges Ahead
Assessment task 4: Sprint 1
NOTES:
Article 1: Expert Systems With Applications
Article 2: Computer Methods and Programs in Biomedicine Update
Article 3: A SURVEY OF VARIOUS CHATBOT IMPLEMENTATION TECHNIQUES
Article 4: A survey of motivation frameworks for intelligent systems
Article 5: A Survey on Chatbot Implementation in Customer Service Industry through Deep Neural
Networks
Article 6: A systematic literature review on intelligent automation: Aligning conceptsfrom theory,
practice, and future perspectives
Article 7: A systematic review of AI technology-based service encounters: Implications for hospitality
and tourism operations
Article 8: A Taxonomy of Social Cues for Conversational Agents
Article 9: An overview of the features of chatbots in mental health: A scoping review
Article 10: Chatbots for learning: A review of educational chatbots for the Facebook
Article 11: Conversational agents in business: A systematic literature review and future research
directions
Article 12: Directions of the 100 most cited chatbot-related human behavior research: A review of
academic publications
Article 13: Implications of the use of artificial intelligence in public governance: A systematic literature
review and a research agenda
Article 14: Implications of the use of artificial intelligence in public governance: A systematic literature
review and a research agenda
Article 15: Bots a New Evolution of Robots: A Survey
Article 16: Submitting surveys via a conversational interface: An evaluation of user acceptance and
approach effectiveness
Article 17: Survey of conversational agents in health
Article 18: Survey on Artificially Intelligent used in ChatBot
Article 19: Survey on Chatbot Design Techniques in Speech Conversation Systems
Article 20: The human side of human-chatbot interaction: A systematic literature review of ten years of
research on text-based chatbots
Team member 1: Sudip Sapkota
I have referred to research articles on chatbot design constraints. I have referred
latest articles from google scholar and also referred to various existing chatbot
systems. We have been provided 20 different surveys in which we need to compare
each articles and with the help of key terms we need to prepare a descriptive
summary of those above mentioned articles. As we discussed with our supervisor
and team members we distinguished oue work in team members and I hereby cover
these topics which are Semantic understanding, Lexical understanding,
understanding of stated and implied expressions, types of chatbots, comparison of
different exixting chatbots along with their technical specification and drawbacks.
We started our task for Sprint 1 after the approval of our roadmap. But because of
the changing in strategies we need to update our roadmap and currently, we are
focusing on above mentioned twenty articles and further we are analysing our
findings from the collected research articles which are already in our library file.

Service chatbots: A systematic review

(Sinarwati, 2021) presented comparative analysis of various chatbot systems
designed between 2011 and 2020. The research article presents literature on
technologies used in designing chatbots, dataset, and domain user and their
components and techniques. The research article listed various datasets that can be
used to evaluate chatbots such as the Twitter dataset, Airline Travel Information
Systems (ATIS), etc.
Semantic understanding
Semantic represent the meaning of sentences or words.
Ref. Description
Articl
e
1 Generative and artificial intelligence chatbot falls in this category.
bi-LSTM + character embedding can be used to capture the semantics
of words.
2 Replica, Wysa, LISSA and Youper chatbots use AI for decision-
making.

3 PARRY – Eliza with attitude. Accuracy 48%.

Jabberwacky – Voice-operated AI-based chatbot.
Alexa, Siri – NLP-based voice-operated chatbots.
5 Amazon lex – Works on deep learning and natural language
understanding.
LUIS – uses NLP to understand user context.
9 To treat users' depressive symptoms, the chatbot "Wysa" employs a
variety of evidence-based therapies (such as cognitive behavioural
therapy, behavioural reinforcement, and mindfulness). LISSA is another
chatbot that helps persons with autism improve their social skills via
training.
10 Edwin.ai is an online English-language learning tutor power by artificial
intelligence.
19 Markov Chain: is used in Chatbots to build responses that are more
applicable probabilistically and, consequently, are more correct. The
idea of Markov Chains is that there is a fixed probability of occurrences
for each letter or word in the same textual data set.

Lexical understanding
In this approach, the chatbot checks the question-answer pair stored in the
knowledge base and responds to users’ queries. These types of chatbots are not
capable of decoding the meaning of sentences. They just give the best match as an
output.
Ref. Description
Articl
e
1 Chatbots like ELIZA, PARRY, and ALICE highly rely on keyword
matching techniques.
Retrieval-based approaches and rule-based approaches fall in this
category.

3 Eliza uses string matching and pattern processing to keep the

conversation moving between computer and human.
Eliza – No contextual understanding

5 Eliza, PARRY – Text processing-based chatbot.

17 ELIZA - Pattern Matching and substitution processes are used to
process the input received and translate it into a suitable output.
18 NA
19 Pattern matching chatbots: Simple chatbot responds based on question-
answer pair knowledgebase.

Understanding of stated and implied expressions

Stated expressions are expressions or queries directly understood by chatbots that
are clearly expressed. On the other hand, implied expressions are expressions or
queries which are not clearly expressed.
Ref. Description
Articl
e
1 SofterMax and deep novelty detection (SMDN) can detect users'
unknown intent without any prior example.
SofterMax and deep novelty detection (SMDN) were able to present
intents that were not in the training database.
Reinforcement learning (RL) helps handle unclear user intentions.

3 Alexa Siri – Uses NLP and question & intent pair to analyze parsed user
input.
Eliza – Not able to handle implied expressions.
5 Dialogflow can recognize the intent and context of the user query.
Mitsuku – Ability to reason with specific object. (Ex: In – Can I eat a
house? Chatbot processing – House is made of bricks so not eatable,
Out - No)
17 ALICE - AIML for specifying the pattern/response pairs.

Dealing with complexity

Ref. Description
Articl
e
1 Hybrid CNN and RNN capture the relationship between words and
extract the intent of words.
Gating mechanisms of RNN + GRU: fastly adapt to new unseen
domains irrespective of the size of the training dataset.
5 Cleverbot – Uses previous user responses and accordingly prepares the
next response for the user.

Types of Chatbots:
From the given survey here I mentioned the different chatbots with its own
different functions which are listed as below:
Ref. Types Description
Article
1,5 Service These are designed to provide facilities to customers.
Chatbots For example, logistics firms to respond to questions
about deliveries and provide copies of dispatch
documents through instant messaging channels rather
than emails or phone calls.
5 Service, Advisory chatbots are designed to provide suggestions,
Commercial, give recommendations on service, offer maintenance or
Entertainment repair goods. This type of chatbot can contact people,
and advisory offer support and advice tips when it is needed.
chatbots
5,20 Commercial These are designed to streamline purchases for
Chatbots customers. For example, a pizza company can take
delivery orders or notify promotions via messaging
interface.
5,15 Entertainment These are designed to keep customers engaged with
chatbots sports, favorite bands, movies, or other events. It offers
the option of placing bets, detail on upcoming events
and ticket deals.
9 Embodied and
non-embodied
chatbot
11 Task-oriented Task-oriented chatbots aim to assist the customers to
and non-task complete certain tasks and have short conversations.
oriented For example, Siri, Google Now, Alexa dialogue agents
can give travel directions, find restaurants and help to
make phone calls or texts. On the other hand, Non-task-
oriented chatbots focus on conversing with customers to
answer questions and entertainment.
12 Lola, Dina, Dina and Lola, service-oriented chatbots, are effective
Smart in predicting the number of times they reply
Answering appropriately to a service-related query. These chatbots
Chatbot, may primarily assess this by counting the number of
AutoTutor, satisfactory responses they provide across all of the
LISA, queries they answer.
FITEBot AutoTutor uses two assessments to determine the
Chatbot, effectiveness of its implementation: the quality of the
Mobile conversation it keeps with students and the quality of
Chatbot, the paedagogy it employs.
NDLtutor, ScratchThAI is a programme that teaches students
CALMSystem, Scratch. It also teaches pupils to the notion of
ScratchThAI, computational thinking development. CALMSystem
Indigo, TOB- compares the results of students who use the chatbot
STT, position against those who don't, ensuring that this self-
paper assessment tool produces positive results. Using student
surveys, NDLtutor was evaluated on two distinct
 chatbot skills, with advances in elements such as self-
assessment and self-reflection.

15 Crawler bots, Crawlers chatbots are programmes that follow a

Transactional hyperlink and collect data as it passes. They can collect
bots, Spambot, information such as broken links, HTML code
validation, and links and content on a page. Spider bots
such as Googlebots, DuckDuckBots, MSNbots, and
Yahoo Slurp gather information about a web page for
its search engine. This collection of pages is sometimes
referred to as SERPs.
Transactional bots are bots that operate on behalf of
humans to complete tasks or transactions by transferring
data from one platform to another. Personal assistant
bots are transactional bots. Example: X.ai and Birdly.
Spambots are developed to collect email addresses from
newsgroups, websites, and chat rooms in order to send
unsolicited email or spam.
20 Task-oriented, The most common form of chatbot examined in the
Conversation papers is "task-oriented," which implies that
oriented, With conversational agents are designed to assist users in
both task and completing a task or solving an issue (as it typically
conversation happens in customer service).
oriented Conversational or social-oriented chatbots, that is,
aspects, chatbots designed primarily to maintain a high quality
undefined of dialogue with people or to develop some sort of
relationship with them, were also the subject of
research. In any event, task-oriented chatbots were
frequently developed to maintain acceptable
conversational flows as well, despite their primary
purpose of assisting users in completing their duties.
Other chatbots were either ambiguous or provided both
sides.
Comparison of different chatbots from article 5 “A Survey on Chatbot
Implementation in Customer Service Industry through Deep Neural Networks”
with its technical specification and drawbacks as listed below:
Chatbot Technical Specification Drawbacks
Input/Output Technique
Elizza To produce a Template Based Inadequate
(Weizenbaum response, match answers, inability
of the MIT AI basic patterns with to reason logically
Lab built the templates.
first chatbots,
ELIZA.)
Alice Input and output Recursive Grammar analysis
patterns are techniques is used to organise
represented via sentences.
pattern matching.
Elizabeth To create replies as Iterative Does not separate
a command line the input and
script, input rules merge the output.
and output
transformation rules
are used.
Mitsuku AIML Category for NLP with heuristic There were no
routeing user input. patterns, supervised conversation
ML components
provided.
Cleverbot Based on prior Rule-based Unpredictable
interaction, matches answers in the
keywords for input absence of
and response. context
Chatfuel Map input sentences Rule-based Conversational
to output. flows that are
rigid
Chat Script Pattern matching Script based Difficult to learn
and integrate into
 a web page
Watson Determine feature Rule Based NLP, Structure data is
values in order to ULMA not processed.
produce replies There are no
depending on the relational
score. databases.
LUIS Recognize useful NLU with the Azure
information from prebuilt domain, membership is
user conversations Active learning required.
Diaglog Flow Match input to NLP, ML There is no
particular intentions interactive UI,
and extract entities and portable
devices are not
supported.
Amazon Lex Keywords for input NLU, AWS Lamda Because it is not
and response are multilingual,
matched. mapping
utterances and
things is
extremely
challenging.
Team member 2: Noblepreet Singh Khurmi
I have referred to articles on the Artificial Intelligence in chatbots. I have also
referred to how social media messenger chatbots can be helpful in various
applications such as Facebook messenger bot API and telegram bot APIs. Users
can use these APIs to create chatbots.

Various existing chatbots are also there which use artificial intelligence text
processing for conversation. Ex – WitAi - Create bots for human-like text-based or
voice conversations. Wit.ai works on stories as a key concept to model the
behavior of Chatbot. Every story gives an example of all the possible conversations
and it is based on entity concept only instead of intents. In this bot the developers
teach the Wit.ai using examples and when a user writes about a similar type of
object.

From all of the 20 articles, I researched what the researchers are saying about AI
in chatbots.
Art1.The human side  Tsunami driven by flexible platforms that support the
of human-chatbot design of chatbots, as well as the possibility of their
interaction: A seamless integration into existing websites and
systematic literature applications (Klopfenstein et al., 2017). Cloud-based
review of ten years of cognitive services of Artificial Intelligence (AI)
research on text-based building blocks, can be used by developers to easily
chatbots build new chatbots
 The results indicate that centre-embedded sentences
are perceived as less humanlike than right-branching
sentences and more plausible sentences with regard to
world knowledge are regarded as more humanlike
Art2. Survey on  Much research work was focussed on improving
Chatbot Design recognition rates of the human voice and the
Techniques in Speech technology is now approaching viability for speech
Conversation Systems based human computer interaction. Speech Interaction
splits into more than one area including: speech
recognition, speech parsing, NLP (Natural Language
Processing), keyword identification, Chabot
design/personality, artificial intelligence etc.
 In the field of Artificial Intelligence, Turing was the
first to pose the question, “Can a machine think?”
where thinking is defined as the ability held by
humans
Art3. Chatbots in  Artificial intelligence ChatBot is a technology that
Learning makes interactions between man and machines in their
natural language. The main goal of the ChatBot is to
make a conversation between student and machine.
The machine has embedded knowledge to identify the
sentences and make a decision as a response to a
question. The response is matched with the input
sentence from the user. The ChatBot consists of core
and interface. The knowledge of ChatBot is stored in
the form of AIML (Artificial Intelligence Markup
Language) programs. A human user can ask to the
systems like they usually do to another human. This
application work is very simple because the
knowledge is already known in advance
Art4. Chatbots in  Artificial intelligence (AI) has transformed the world
Health and the relationships among humans as the learning
capabilities of machines have allowed for a new
means of communication between humans and
machines. In the field of health, there is much interest
in new technologies that help to improve and automate
services in hospitals. This article aimed to explore the
literature related to conversational agents applied to
health care, searching for definitions, patterns,
methods, architectures, and data types. Furthermore,
this work identifies an agent application taxonomy,
 current challenges, and research gaps. In this work,
they used systematic literature review approach.
 The primary definition of conversational agents is
related to a computer program or artificial intelligence
able to hold a conversation with humans through
natural language processing (NLP).
 Therefore, conversational agents can use artificial
intelligence algorithms to interpret user dialog and
conduct useful interactions with users
Art5. Conversational  Conversational survey included NLU and Artificial
Survey intelligence

Art6. Bots a new  A surprising change made by AI (Artificial

evolution of Bots Intelligence) in different fields is automation.
Developing of bots is one of them. Different AI
techniques are used to develop different bots. This
paper will try to explore different bots based on AI
algorithms. Artificial Intelligence is used to automate
the work and the best way to design bots.
Art9. Computer and  With advances in computer technologies, in particular,
Education artificial intelligence, computer systems are able to
provide educational supports in a friendlier and
smarter manner. Among various computer systems,
chatbots have been recognized as an effective way to
promote interpersonal communication and educational
applications in human behaviour
Art10. CA in Business  The review followed a guideline for systematic
reviews to present the literature of the last decade,
emphasizing business perspectives such as domains,
goals, and challenges, and computational methods for
self-learning, personalization, and response generation
of conversational agents. As a result, the article
provides the answers of three general, three focused,
and two statistical questions to address the role of
 artificial intelligence in conversational agents applied
to business domains. In this regard, the results show
that no study combines self-learning, personalization,
and generative-based responses for the same business
solution. Additionally, the article describes the
organization of the state-of-the-art, highlighting the
correlation of business perspectives and machine
learning methods. The contributions of this review
focus on opportunities and future research directions
towards human-like conversational agents for business
 This article addresses this gap with a systematic
literature review that explores the following question:
what is the role of artificial intelligence in the last
decade on the state-of-the-art of conversational agents
applied to business domains? Therefore, we conducted
a literature review with a well-defined methodology to
answer three general, three focused, and two statistical
research questions. The contributions of this literature
review are: (i) provide a mapping of the business
domains explored since last decade, describing
computational methods for selflearning,
personalization and response generation of
conversational agents; (ii) outline the state-of-the-art
focusing on the business support through
conversational agents; and, (iii) identify opportunities
and future research directions towards more capable
conversational agents in business.
Art11. Chatbots in
learning  Results show that chatbots which are part of the
instant messaging application are still in its early
stages to become artificial intelligence teaching
assistants
 Facebook has seen 70% of its chatbot interactions fail,
meaning that the artificial intelligence could not
understand what users were saying and humans had to
 step in, according to a news report. Art11

Art12. Lack of AI in
health  Rule based chatbots more responsible than AI ones
 Although artificial intelligence chatbots can generate
replies to complicated questions and enable users to
lead the conversation.

Art15. A systematic  With the recent developments in robotic process

literature review on automation (RPA) and artificial intelligence (AI),
intelligent automation: academics and industrial practitioners are now
Aligning concepts pursuing robust and adaptive decision making (DM) in
from theory, practice, real-life engineering applications and automated
and future perspectives business workflows and processes to accommodate
context awareness, adaptation to environment and
customisation
Art16.
 Alicebot: It uses a set of artificial intelligence markup
language (AIML) templates to produce responses
given to the dialogue history and user utterance [12].
At first, AIML receives the user sentence as input and
stored in known as a category. Each category consists
of a response template and set of conditions that give
meaning to the template know as context. Then the
model prepossesses it and matched against nodes of
the decision tree. When user input is matched, the
chatbot will response or execute an action. The AIML
templates repeat the user’s input utterance using
recursive techniques and it is not always meaningful
responses. Therefore, string-based rules are required
to determine if the response creates a correct or
meaningful.
 The drawback of Elizabot is to keep a conversation
 going. Besides, Eliza is incapable of learning new
patterns of speech or words, discover context through
interaction and logical reasoning capabilities.

Summary: AI chatbots use a technology that makes communication with humans

using Natural Language processing. The benefits of AI have been defined in health
and learning sector. This type of machine has embedded knowledge to identify the
sentences and make a decision as a response to a question. The Knowledge of the
chatbot is stored as a AI markup language programs. This application works very
simple as knowledge is already stored in advance.
Various articles surveyed about how AI has transformed the way machines do their
stuff and communicate with humans. It has numerous applications in the field of
health, education, and Business sector so as to automate the services.
The articles talked about Conversational agents and their design, methods, and
patterns they use while in operation and challenges, taxonomy and research gaps
missing in the previous studies. The researchers have used conversational survey
which includes Natural language understanding and AI.
Some of the Articles addressed the gaps with a SLRs that explores the questions
1. Computational methods for Self-learning
2. Identify opportunities and future research directions
While discussing Chatbots used in Education sector, results show that instant
messaging application is in very early stage to become AI teaching assistants.
Also, the Facebook messenger failure rate of interaction was 70% means AI could
not understand what users were saying and how they are asking it.
Rule based chatbots were discussed and were claimed better than AI bots in small
sectors as they have predefined answers in them, and use follow up techniques to
answer the queries.
MACHINE LEARNING by Jaspreet Singh
I have referred to articles on the role of ML and AI in chatbot designing.
Traditional chatbots and rule-based chatbots are not designed to interpret human
interaction.
Traditional chatbot system capture uses question-answer pair and responds to the
user with a matching answer. This chatbot can not respond to question if it is not
within the database. Rule-based chatbots are also similar to traditional chatbots but
can act according to human responses. These type of chatbots works on the
decision tree.
(Maroengsit, 2019) presented a comparison of the rule-based and AI chatbots. AI
chatbots are more effective in the term of human conversation.

Article No.. Defines

ARTICLE 1. With the growth of Artificial Intelligence and machine

10(Computer science learning, we can enhance the natural language processing
review). for the dialog experiences for organizations. In the current
time, no computational learning conversation is promoted
for literature review in the organizations, now only the ML
based techniques are used for interaction.
2. The primary task of this study is to focus on the review
of the conversation between the business organizations
and domains, with the help of machine learning, and in
this reference surveys and studies have been conducted to
study the conversational thing with the help of current
technologies such as machine learning. There are various
studies which focuses on the chatbot design, techniques
and algorithms, where the researchers have categorised the
chatbots into task oriented and non-task oriented.
3. To improve the conversational agent technique among
business domain machine learning has lot to offer.
ARTICLE Artificial intelligence and machine learning have helped a
11(computers and lot to improve the contextual interaction among the users,
education) in order to understand the users need what they are asking
for and in which manner they are asking for.
Article Still there are very less numbers of organizations are using
12(International machine learning with minority of 7.5%, according to the
journal of medical International Journal of Medical Informatics generate their
informatics) responses.

Article 1. With the advancement in the technology, such as big

14(International data machine learning technologies, it has helped the users
journal of hospitality of smart phones and wearable devices to easily get in
management) touch with the service providers, and can easily get
solutions based on the data from the customers.
2. With the help of machine learning, industry has
developed the smart homes and monitoring systems which
can provide the good and secure services.

Article 15(Advanced 1. With the advancement in the machine learning, large

engineering datasets in a complex model can be easily analysed.
informatics) 2. In a digital system, RPA allows an intelligent agent to
eliminate operational errors and mimic manual routine
decisions, such as rule-based, well-structured, and
repetitive decisions involving vast amounts of data,
whereas AI has the cognitive capabilities to emulate
human behaviour and process unstructured data through
machine learning, natural language processing, and image
processing.
Article 16(A survey 1. To begin with, advanced AI approaches combined with
of chatbot machine learning and deep learning techniques have made
implementation in significant progress in terms of improving the quality of
customer) understanding and decision-making on low-cost
processing power. It is capable of handling large amounts
of data and processing it to produce outcomes that are
superior to human capability. (LR)
2. The machine learning system then learns how to
combine the values of these features into a final score for
each response. Based on that score, it ranks all possible
answers and selects one as its top answer.
3. Previously, chatbots were created using a set of
predetermined rules, template-based matching, and a very
basic machine learning method.
Article 17 The chatbot submits the inquiry to the machine learning
 NLP (Natural Language Processing) Engine once the user
has typed it. The NLP returns the entities in the phrase
which are then used to find the relevant data. This data is
given back to the chatbot, and it is converted to an
appropriate response to be given to the user.
Article 20(Expert 1. In the era of fast evolution conversation services, the
system with chatbots (such as Apple Siri and Alexa Amazon) are the
application) following important technological advances, which allows
companies to allow users to communicate with messaging
systems with artificial intelligence and learning
technology automatic.
2. Nowadays, with the development of synthetic
intelligence, system learning, and herbal language
processing (NLP) techniques, researchers and builders
have evolved chatbots with exceptional layout techniques,
not directly making them greater powerful than one
designed with the aid of using the traditional approach.
Lately, with the speedy development of the cellular tool
marketplace and evolution of messaging systems during
the last few years, alongside the introduced person
advantages of getting a acquainted interface, no want for
downloading or putting in any greater application, and
24/7 availability

Article In the previous few years, with the renewed hobby on

6(International synthetic intelligence and device learning, independent
journal of human dealers and chatbots are experiencing a brand new
computer studies) popularity. The availability of sensible offerings at our
fingertips – being it voice seek on cell or private assistants
at home (like Siri, Google Assistant, Alexa, etc.) –
relatively expanded the hobby across the so-referred to as
conversational interfaces.
Article 5(Bots a new From a paper titled “Using Machine Learning to Detect
revolution of robots) Fake Identities: Bots vs Humans” [14], we get facts on the
way to follow supervised studying in faux twitter account.
During detection of account its records are mined and after
making use of supervised studying version end result are
evaluated.
Article 7(government Machine Learning to expect or help governments’
 information selection makers, the blessings of AI use in authorities
quarterly) challenge selection-making blessings. Machine Learning
should help authorities selection-makers

Summary
Machine studying is a collection of technology with extensive variety of
improvements cooperating to empower machines to hit upon, understand, act, and
analyse with human like intelligence. Machine studying is used to assist the groups
to obtain their intention. It is likewise useful for decision-making for government.
By the use of the device studying we are able to hit upon the faux identities of
various social media account, together with Facebook, Twitter, Amazon etc. with
the use of the messaging gadget we are able to speak with the customers on distinct
place, and we also can provide command to the robots like Alexa and Apple Siri.
Ranking gadget is likewise achieved via this AI and ML. It is advanced method to
connect to the dealers for interaction. For example, a talk that permits customers to
reserve meals. The chatbot will store information in every verbal exchange and
analyse what the consumer loves to order. And ask the transport deal with and the
fee information and ask in the event that they would really like to copy the order
after that the meals is ready. Eventually, the primary intention of verbal exchange
app is to offer a more advantageous consumer experience.

By Ramanjot Kaur Before the advancement Service chatbot: A

of technology deep systematic view
Rule based approach learning, the response
generation rely on a
rule-based approach.
Chakrabarti and Luger
(2012) tried to layout
chatbot agents that can
perform real-life
conversational
exchanges like the
actual human
experience. There are
 two subsections in the
conversation process:
the knowledge and the
conversation engine.
The knowledge engine
provides and organizes
the conversation content
through a range of
topics that belong to the
scope of the
Retrieval based conversation.
approach
Service chatbots differ
from rule-based agents
in various ways; service
chatbot follow data-
oriented methods. Such
bots can process a huge
variety of user queries.
Most of the studies
applied a retrieval-based
approach by leveraging
deep learning techniques
with other enhancement
methods for better
response selection.

The generative-based
Generative based approach lies in a
approach sequence-to-sequence
(seq 2-seq) learning task
to generate a fresh
response. The most used
method to build a
 seq2seq learning task is
known as encoder
decoder architecture.
The pre-processing step
a) NLP involve the use NLP
phase to get the data
from genuine
conversation between
human and machine and
then converting data
into apt text input that
is used to manage
information and perform
tokenization(it is a
process of breaking text
into individual words).

After pre-processing
b) Embedding steps, the text data needs
to be transform into a
numerical form for a
computer to recognize
the meaning of the
words. This concept is
called embedding. There
are many types of
embedding, such as
character , word and
sentence embedding.
Among these
embedding types, the
word embedding is
mainly used.

The processing step is

 related to the natural
c) NLU language (NLU)
component used to
gather and handle or
conduct conversations
based on user-input
query that have gone
through the pre-
processing step. To
function properly, the
designated model must
contemplate interaction
between model and user.

To better represent the

d) Slot filling information collected
from the request, it is
pertinent to extract
entities that would be
the arguments of
identified content or
material is known as
slot filling. Several
studies have been done
on slot filling to get the
meaningful semantic
chunks from text
perfectly, such as
biLSTM, CNNs or
combination with other
approaches
A SURVEY OF
The supposition that a VARIOUS CHATBOT
Domain specific domain specific chatbot IMPLEMENTATION
yields better efficiency TECHNIQUES
 than a generic chatbot .
This type of chatbot can
be used in a variety of
domains which include
education, help desk etc.
In domain specific
approach user input is
given to the semantic
mapper, which maps the
input to semantic
elements. These
elements are passed to
conflict mediator to
resolve conflicts by
having further
conversation with user
and are passed to the
topic navigator. If there
are no conflicts, then the
elements are directly
given to topic navigator
which finds the suitable
answer in the
information repository.
Three kinds of chatbot
namely Base
Bot(contains
conversational
knowledge), Domain
Bot( contains domain
related faqs),
Repot(hybrid) were used
to test the performance.
Smart Answering OCR This approach uses
based optical character
 recognition technology.
OCR technology is a
mechanism of
transforming a scanned
document, images of
handwritten text into
machine encoded text.
AIML is an XML
dialect for generating
natural language
software agents.
MBA(Motivated MBA highlights Artificial Intelligence
Behaviour Architecture) receptive behaviour
producing modules
which are organized into
responsive plans called
errands. Inspira exist in
MBA space-and system-
specific drives.

DIARIC (distributed DIARC uses explicit

integrated affect goals which are
cognition and reflection) produced from natural
language input and then
stored in an affective
goal manager (AGM)
component. Each goal is
assigned an affective
task manager (ATM)
which performs action
selection for its goal. If
two ATMs produce
contradictory actions
(where a conflict is
identified as a violation
 in resource usage), then
the goal with the highest
priority is allowed to
continue.
MAD bot It is the one of the few
planning approaches to
treat goal generation as
part of the planning
problem (rather than as
precursor to it)

NLP (NATURAL A Survey on Chatbot

Language processing) Implementation in
Customer Service
RNN (recurrent neural Industry through Deep
network) Neural Network
CNN (Convolution
neural network)
DNN (deep neural
network)
Cognitive technologies RPA aims to provide Advanced Engineering
rule-based automation Informatics
and replace highly
regular work. However,
it is not possible for
RPA to map out a
complex network and
rule-based decisions for
cognitive processes.
The approaches of AI
and SC algorithms,
including fuzzy logic,
neural network, and
evolutionary computing,
attempt to solve
 problems in imitating
the logical thinking of
human intelligence and
adjust the IA model
when facing errors and
incorrect decisions.
These features enable
the acceleration of end-
to-end business
processes and create
agile, speedy, and
efficient cognitive
decisions with human-
like capabilities in IA.

Cognitive decisions can

be achieved by
processing the
structured and
unstructured data in
BPM through NLP,
image and video
processing and big data
analytics.
The extant cognitive
technologies in AI can
mimic conversations
using a chatbot in online
customer assistance
services

1.Parsing This technique includes Survey on Chatbot

analysing the input text Design Techniques in
 and manipulating it by Speech Conversation
using several NLP Systems
functions; for example,
trees in Python NLTK.

Pattern matching is the

2.Pattern Matching technique that is used in
most Chatbots and it is
quite common in
question-answer
systems depending on
matching types, such as
natural language
enquiries, simple
statements, or semantic
meaning of enquiries
asked by users.

3.SQL and relational SQL is a technique used

Database recently in Chatbot
design to make the
Chatbot remember
earlier stored
conversations.
4.Markov chain
Markov chain is the
technique used in
Chatbots to build
responses that are more
applicable
probabilistically.
5.Language tricks
Language tricks: these
are sentences, phrases,
or even paragraphs
 available in Chatbots to
add huge variety to the
knowledge base and
make it more powerful
or compelling.

6.AIML AIML, a derivative of

XML is one of the
widely used approaches
that satisfies the
requirements. The
objective of the AIML
language is to ease the
job of conversational
modelling, in relation to
a “stimulus-response”
process.

Convolution  Interpreting user queries Expert Systems

neural with
network about the provided Application
result.

 Identifying users’
intentions from their
queries

Pocket Sphinx is a
speech recognition
system used as a US-
English acoustic model
and dictionary to create
a grammar-based
analysis tool.
 BEAT system helps to
interpret gestures.

Rule-Based Expert
System model (RBES)-
This approach provides
a diagnosis of possible
diseases based on the
existing symptoms that
are entered by users.

Seq2seq approach The decoder must keep A Survey on Chatbot

track of the output and Implementation in
generated content can be Customer Service
converted from the Industry through Deep
relevant parts in the Neural Network
source. However,
standard seq2seq model
struggles with
generating long
responses since it must
keep track of
everything. And decoder
has prearranged length
58 hidden state vector
which leads to
conflicting output.

I have referred to articles on approaches of chatbot. I have also referred to web and
video resources on deep learning-based chatbot designing.
https://towardsdatascience.com/how-to-build-your-own-chatbot-using-deep-
learning-bb41f970e281
The research article also presents the working of the basic chatbot system and how
chatbot response efficiency can be enhanced. The AI-powered chatbot interacts
with users and responds according to the dataset provided as the input to the
chatbot machine learning model. The chatbot also uses the live interaction data to
train the machine learning model so next time the user will be responded with
greater efficiency.

In most of the surveys the widely used method is embedding, it is neural network
character base and word-based methods such as word2vec, glove etc. Such
techniques try to reduce the vector space dimensionality, dense vector shows the
exact relationship between words. Vectors that are close to each other show close
relationship between them, but it needs sufficient data to provide appropriate
response. This problem can be solved by using Shannan entropy methods that do
not require much data. Neural-based conversational model that employs BiLSTM
with attention mechanism to answer repetitive questions. The flow ends with the
feedback from the user. The model uses this feedback feature to gather information
on generated answers regarding the usefulness. The main problem that every
business face is to provide better customer service in less time. Combination of
AIML and LSA can respond instantly. The purpose of AIML is to ease or simplify
the task of conversational intelligence in relation to stimulus -response process.
Moreover, it is easy for AIML to match the pattern for language query as
compared to SQL. When a user do not provide sufficient information then the
chatbot must be inquisitive that is it must proactively ask the user questions to
imitate a more natural human interaction. In the existing chatbots, the chat engine
uses pattern-matching algorithms to search the knowledge base for. A hybrid
knowledge base model, involving AIML and another additional database. In this
model, more permanent answers are stored in the AIML, while the oftenly
changing answers are stored in the database. To achieve such a proposed system,
an additional knowledge base engine (KB engine) is carried out in the current
system. Knowledge Base Engine is designed to integrate the database functionality
with the AIML and to analyse missing information from a query at the initial level
to check out the query and providing a best response. It is also concluded that in
most of studies specially in health areas are usually inclined towards the use of
natural language processing using different models and merged with word model.
To sum up it is concluded that apart from using a single approach merging multiple
approaches can provide better results. For example, hybridising rule based and
generative based a hybrid neural conversation model was developed.
By Roop Sagar
I have referred to articles on managing conversational nesting and ability to
manage vagueness in different chatbots.
I have also referred to web and video resources on deep learning-based chatbot
designing. I will work according to the tasks allocated to me. I will work on the
final report write-up also. I will prepare the final report write-up format and will
start working on that.
I will also start working on the sprint 2 tasks after completing sprint 1 tasks.

Managing conversational nesting

Ref. Description
Articl
e
1 Rule-based and retrieval-based chatbots work on the decision tree
method. Chatbot generates questions according to users' previous
responses.
Extension Hybrid Code Network (HCN) helps in avoiding repeating
questions and improves the accuracy of the response prediction system.
5 Chatfuel – Suitable for small businesses. Rule-based chatbots – Nesting
can be done easily.

Ability to manage vagueness

Ref. Description
Articl
e
1 Early chatbots such as ELIZA, PARRY, and ALICE were designed on
pattern matching techniques and were not able to handle vagueness. It
might happen that the chatbot will respond with an irrelevant message
or is sometimes not able to understand user queries.
5 IBM Watson – Uses machine learning to rate all possible responses and
select responses with the highest rating and respond to the user.