Chatbot dimensions that matter: Lessons from the trenches

Abstract

Chatbots are becoming pervasive. From health assistance to cooking advisers, a myriad of chatbots are out there to help you in a broad range of activities. Natural Language capabilities have received a lot of coverage as one of the most distinctive and enabling features of this revolution. Nevertheless, other less glittering dimensions might well also play a major role on chatbots’ success. This paper reports on the experience of three chatbots development. Here, unsophisticated script-based conversational capabilities are provided but the focus was on other four dimensions: interaction, integration, testing and analytics. The paper reports on the activities, arranged along these four dimensions. Our final aim is to bring to the forefront the concern for those dimensions as also main enablers of chatbot success.