CAN CHATBOTS WORK WELL WITH KNOWLEDGE MANAGEMENT SYSTEMS?

Abstract

Knowledge management systems (KMS) and conversational agents, or chatbots, can increasingly be used to help deliver on-time data to a variety of end users. Chatbot front-ends can be used by remote employees, call center representatives, and even library patrons and students to connect to a KMS back-end for real time delivery of information. Earlier iterations of chatbots relied solely upon user requests, but more advanced interactive agents are improving to include learned responses to a set of searches, or even to a range of movements on a computer screen. In this literature review, examples of studies done in libraries, educational settings, and within the workplace are looked at, as well as studies related to natural language processing. We conclude with recommendations for future research topics suggesting the need to integrate chatbots with KMS.