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Applications of Analytics

Chatbots and More

Category: Generative Analytics

Chatbots are applications that interact in real time with humans, using native language, and have the appearance of conducting a genuine conversation. They are now widely used on corporate websites and have been integrated into personal assistants such as Google Assistant and Siri. Existing educational applications include the Duolingo Chatbot and EdTech Foundry’s Differ. Recently, Microsoft released an open source version of QBot that takes questions, refers them to experts, and then listens in on the answers in order to learn how to answer them for itself (Fleming, 2020). Chatbots may also assist with career development, offering “informed, friendly and flexible high-quality, local contextual and national labour market information including specific course/training opportunities, and job vacancies” (Attwell, 2020). What’s new are scale, ubiquity and accountability. AI enables a human decision-maker to make many more decisions and to use the same process for multiple types of decisions, but raises questions about who is ultimately accountable for a decision that has been made and how new information could be added to better inform the decision.

Examples and Articles

Pros and Cons of AI chatbots for customer support
AI chatbots are now increasingly popular with consumer-facing companies looking to increase the efficiency and impact of the customer service function. Direct Link

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How Chatbots are Transforming Customer Service with AI
With 50% of consumers no longer caring whether they are dealing with humans or AI-enabled assistants, bots-driven automation can definitely fill the gap in the customer service hierarchy and ensure value. Using AI bots, it becomes easy to provide better prompt assistance at various touchpoints of the customer journey, streamline the processes and boost the level of enhancing customer engagement. Direct Link

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Educational chatbots for project-based learning: investigating learning outcomes for a team-based design course
This paper is definitely worth reading for the literature review, which is a comprehensive survey of recent work in chatbots in an educational context. The study is less useful, primarily (in my opinion) because the author was limited by the use of a rule-based chatbot, which allows only for rudimentary capabilities. That said, "ECs as tutor support did facilitate teamwork and cognitive outcomes that support project-based learning in design education." Direct Link

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