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EMAC 2023 Regional Conference

Enhancing EU Services with Chatbot Design: A Model Proposal and Analysis for Efficient Implementation

Published: November 22, 2023


Dimitris Gkikas, Athens University of Economics and Business; Prokopis Theodoridis, Hellenic Open University (H.O.U.)


This paper discusses the increasing popularity of chatbots and their integration into users' daily lives, as well as their use in various social channels and by organizations to support human support efforts. The paper presents a chatbot model design to aid decision makers in identifying important steps in chatbot semantic architecture, along with real-world use case scenarios and information diagrams. A proposed framework for data collection and analysis in chatbot development is also presented, with the aim of helping organizations implement and use chatbots to create unique and personalized user experiences. The findings of this study are expected to provide valuable insights for stakeholders, users, and organizations as technology continues to evolve.