Details
| Original language | English |
|---|---|
| Pages (from-to) | 211-225 |
| Number of pages | 15 |
| Journal | Business and Information Systems Engineering |
| Volume | 62 |
| Issue number | 3 |
| Early online date | 6 Apr 2020 |
| Publication status | Published - Jun 2020 |
Abstract
Several domain-specific assistants in the form of chatbots have conquered many commercial and private areas. However, there is still a limited level of systematic knowledge of the distinctive characteristics of design elements for chatbots to facilitate development, adoption, implementation, and further research. To close this gap, the paper outlines a taxonomy of design elements for chatbots with 17 dimensions organized into the perspectives intelligence, interaction and context. The conceptually grounded design elements of the taxonomy are used to analyze 103 chatbots from 23 different application domains. Through a clustering-based approach, five chatbot archetypes that currently exist for domain-specific chatbots are identified. The developed taxonomy provides a structure to differentiate and categorize domain-specific chatbots according to archetypal qualities that guide practitioners when taking design decisions. Moreover, the taxonomy serves academics as a foundation for conducting further research on chatbot design while integrating scientific and practical knowledge.
Keywords
- Chatbot taxonomy, Design elements, Domain-specific chatbots, Human computer interaction
ASJC Scopus subject areas
- Computer Science(all)
- Information Systems
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In: Business and Information Systems Engineering, Vol. 62, No. 3, 06.2020, p. 211-225.
Research output: Contribution to journal › Article › Research › peer review
}
TY - JOUR
T1 - Virtual Assistance in Any Context
T2 - A Taxonomy of Design Elements for Domain-Specific Chatbots
AU - Janssen, Antje
AU - Passlick, Jens
AU - Rodríguez Cardona, Davinia
AU - Breitner, Michael H.
N1 - Funding Information: Open Access funding provided by Projekt DEAL.
PY - 2020/6
Y1 - 2020/6
N2 - Several domain-specific assistants in the form of chatbots have conquered many commercial and private areas. However, there is still a limited level of systematic knowledge of the distinctive characteristics of design elements for chatbots to facilitate development, adoption, implementation, and further research. To close this gap, the paper outlines a taxonomy of design elements for chatbots with 17 dimensions organized into the perspectives intelligence, interaction and context. The conceptually grounded design elements of the taxonomy are used to analyze 103 chatbots from 23 different application domains. Through a clustering-based approach, five chatbot archetypes that currently exist for domain-specific chatbots are identified. The developed taxonomy provides a structure to differentiate and categorize domain-specific chatbots according to archetypal qualities that guide practitioners when taking design decisions. Moreover, the taxonomy serves academics as a foundation for conducting further research on chatbot design while integrating scientific and practical knowledge.
AB - Several domain-specific assistants in the form of chatbots have conquered many commercial and private areas. However, there is still a limited level of systematic knowledge of the distinctive characteristics of design elements for chatbots to facilitate development, adoption, implementation, and further research. To close this gap, the paper outlines a taxonomy of design elements for chatbots with 17 dimensions organized into the perspectives intelligence, interaction and context. The conceptually grounded design elements of the taxonomy are used to analyze 103 chatbots from 23 different application domains. Through a clustering-based approach, five chatbot archetypes that currently exist for domain-specific chatbots are identified. The developed taxonomy provides a structure to differentiate and categorize domain-specific chatbots according to archetypal qualities that guide practitioners when taking design decisions. Moreover, the taxonomy serves academics as a foundation for conducting further research on chatbot design while integrating scientific and practical knowledge.
KW - Chatbot taxonomy
KW - Design elements
KW - Domain-specific chatbots
KW - Human computer interaction
UR - http://www.scopus.com/inward/record.url?scp=85083158364&partnerID=8YFLogxK
U2 - 10.1007/s12599-020-00644-1
DO - 10.1007/s12599-020-00644-1
M3 - Article
AN - SCOPUS:85083158364
VL - 62
SP - 211
EP - 225
JO - Business and Information Systems Engineering
JF - Business and Information Systems Engineering
SN - 2363-7005
IS - 3
ER -