期刊
出版社
ASSOC COMPUTING MACHINERY
DOI: 10.1145/3323771.3323824
关键词
Chatbot Evaluation; Information Systems; Natural Language Processing; Natural Language Understanding.
Nowadays chatbots have been widely adopted in many industries to automatically answer users' questions and requests via chat interfaces. While it has become much easier to develop a chatbot system, the system itself is a complex system in nature. It is a challenge to evaluate and compare various chatbot systems in terms of effectiveness, efficiency, goal achievability, and the ability to satisfy users. This paper presents a survey, starting from literature review, chatbot architecture, evaluation methods/criteria, and comparison of evaluation methods. Focused on the three subprocesses in the chatbot architecture: text processing, semantic understanding, and response generation. Moreover, the survey is conducted with classification of chatbot evaluation methods and their analysis according to chatbot types and three main evaluation schemes; content evaluation, user satisfaction, and chat function.
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