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Design and implementation of an airport chatbot

Published: 25 September 2019 Publication History

Abstract

In the era of universal digitalization and always-connected consumers, companies are expected to offer pervasive, uninterrupted and friendly customer care services. To this end, the recent advances in natural language understanding, enable the creation of artificial attendants, called "chatbots", that were once confined within the domain of science-fiction. This work discusses the design and implementation of a customer support chatbot for the Venice Airport. The main goal of the research was to design a common core able to interact 24/7 by means different paradigms, ranging from speech to touch screens, and through different user interfaces, including mobile phones, fixed installations and physical robots roaming the terminal. This goal has been reached by exploiting modern cloud-based services and by designing a specially-crafted modular system able to interface itself with both online information providers and legacy data sources supplied by the airport ICT infrastructure. This work describes the engineering process, from the prerequisites analysis to a functional description of the devised architecture, and the implementation details of the system presenting a working prototype of the airport chatbot.

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Cited By

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  • (2024)Chatbots in Airport Customer Service—Exploring Use Cases and Technology AcceptanceFuture Internet10.3390/fi1605017516:5(175)Online publication date: 17-May-2024
  • (2024)Beyond Text and Speech in Conversational Agents: Mapping the Design Space of AvatarsProceedings of the 2024 ACM Designing Interactive Systems Conference10.1145/3643834.3661563(1875-1894)Online publication date: 1-Jul-2024
  • (2023)Chatbots for Business and Customer SupportTrends, Applications, and Challenges of Chatbot Technology10.4018/978-1-6684-6234-8.ch009(212-221)Online publication date: 24-Feb-2023
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cover image ACM Other conferences
GoodTechs '19: Proceedings of the 5th EAI International Conference on Smart Objects and Technologies for Social Good
September 2019
272 pages
ISBN:9781450362610
DOI:10.1145/3342428
Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 25 September 2019

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Author Tags

  1. Chatbot
  2. Customer Support
  3. Natural Language Processing
  4. Speech Recognition

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  • Refereed limited

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Cited By

View all
  • (2024)Chatbots in Airport Customer Service—Exploring Use Cases and Technology AcceptanceFuture Internet10.3390/fi1605017516:5(175)Online publication date: 17-May-2024
  • (2024)Beyond Text and Speech in Conversational Agents: Mapping the Design Space of AvatarsProceedings of the 2024 ACM Designing Interactive Systems Conference10.1145/3643834.3661563(1875-1894)Online publication date: 1-Jul-2024
  • (2023)Chatbots for Business and Customer SupportTrends, Applications, and Challenges of Chatbot Technology10.4018/978-1-6684-6234-8.ch009(212-221)Online publication date: 24-Feb-2023
  • (2023)Redefining e-commerce engagement: exploring the demographic impact of WhatsApp chatbots in the Mexican marketProceedings of the XI Latin American Conference on Human Computer Interaction10.1145/3630970.3631056(1-7)Online publication date: 30-Oct-2023
  • (2023)Role of tourist-chatbot interaction on visit intention in tourism: the mediating role of destination imageCurrent Issues in Tourism10.1080/13683500.2023.228893728:4(511-526)Online publication date: 3-Dec-2023
  • (2023)Reference Method for the Care of Health Consultations of Older Adult Users Based on Chatbot, in a Context of PandemicSoftware Engineering Application in Systems Design10.1007/978-3-031-21435-6_38(442-455)Online publication date: 1-Jan-2023
  • (2022)Chatbot, as Educational and Inclusive Tool for People with Intellectual DisabilitiesSustainability10.3390/su1403152014:3(1520)Online publication date: 28-Jan-2022
  • (2022)Chatting up an Automated Vehicle: Does a Text-based Chatbot Bring Back the Human Element into the Travel Experience?Adjunct Proceedings of the 14th International Conference on Automotive User Interfaces and Interactive Vehicular Applications10.1145/3544999.3552323(39-43)Online publication date: 17-Sep-2022
  • (2021)Mobile Applications vs. Chat-based Applications : A Comparative Study based on Academic Library Domain2021 18th International Joint Conference on Computer Science and Software Engineering (JCSSE)10.1109/JCSSE53117.2021.9493834(1-6)Online publication date: 30-Jun-2021
  • (2021)Dynamic Chatbot for Parking Service2021 International Conference on Engineering and Emerging Technologies (ICEET)10.1109/ICEET53442.2021.9659644(1-6)Online publication date: 27-Oct-2021
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