CiSA: An Inclusive Chatbot Service for International Students and Academics

Jeongyun Heo; Jiyoon Lee

doi:10.1007/978-3-030-30033-3_12

CiSA: An Inclusive Chatbot Service for International Students and Academics

Jeongyun Heo
, Jiyoon Lee

Research output: Chapter in Book/Report/Conference proceeding › Conference Paper › Research › peer-review

25 Citations (Scopus)

Abstract

In the present study, we developed a chatbot service termed ‘CiSA’ (Chatbot for International Students and Academics) to enable international students and academics to effectively acquire essential information regarding their academic and campus life. To investigate the pain points and needs of our target user group, user research consisting of interviews and surveys was conducted. Based on the key findings from qualitative analysis, the concept was further refined. A flowchart was constructed to illustrate the designed conversations, while the user interface components were determined to express the responses of the chatbot. The design was further prototyped using Google’s DialogFlow, and implemented in Facebook Messenger. Finally, the interviews with the target users were conducted to verify the effectiveness, satisfaction, and extensibility of the service. The outcome of this study provides a powerful way to support the facilitation of communication and social inclusion by using this conversational agent. Furthermore, by focusing on enhancing the accessibility, the research contributes towards the practical understanding of the investigation of its service design for chatbot aimed at inclusivity.

Original language	English
Title of host publication	HCI International 2019 – Late Breaking Papers - 21st HCI International Conference, HCII 2019, Proceedings
Editors	Constantine Stephanidis
Place of Publication	Cham Switerland
Publisher	Springer
Pages	153-167
Number of pages	15
ISBN (Print)	9783030300326
DOIs	https://doi.org/10.1007/978-3-030-30033-3_12
Publication status	Published - 2019
Externally published	Yes
Event	International Conference on Human-Computer Interaction 2019 - Orlando, United States of America Duration: 26 Jul 2019 → 31 Jul 2019 Conference number: 21st

Publication series

Name	Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume	11786 LNCS
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Conference

Conference	International Conference on Human-Computer Interaction 2019
Abbreviated title	HCII 2019
Country/Territory	United States of America
City	Orlando
Period	26/07/19 → 31/07/19

Keywords

Chatbot
Conversational agent
Inclusive design

Access to Document

10.1007/978-3-030-30033-3_12

Cite this

Heo, J., & Lee, J. (2019). CiSA: An Inclusive Chatbot Service for International Students and Academics. In C. Stephanidis (Ed.), HCI International 2019 – Late Breaking Papers - 21st HCI International Conference, HCII 2019, Proceedings (pp. 153-167). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 11786 LNCS). Springer. https://doi.org/10.1007/978-3-030-30033-3_12

Heo, Jeongyun ; Lee, Jiyoon. / CiSA : An Inclusive Chatbot Service for International Students and Academics. HCI International 2019 – Late Breaking Papers - 21st HCI International Conference, HCII 2019, Proceedings. editor / Constantine Stephanidis. Cham Switerland : Springer, 2019. pp. 153-167 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)).

@inproceedings{b9475f8ce26b4ad99c2804450f8269be,

title = "CiSA: An Inclusive Chatbot Service for International Students and Academics",

abstract = "In the present study, we developed a chatbot service termed {\textquoteleft}CiSA{\textquoteright} (Chatbot for International Students and Academics) to enable international students and academics to effectively acquire essential information regarding their academic and campus life. To investigate the pain points and needs of our target user group, user research consisting of interviews and surveys was conducted. Based on the key findings from qualitative analysis, the concept was further refined. A flowchart was constructed to illustrate the designed conversations, while the user interface components were determined to express the responses of the chatbot. The design was further prototyped using Google{\textquoteright}s DialogFlow, and implemented in Facebook Messenger. Finally, the interviews with the target users were conducted to verify the effectiveness, satisfaction, and extensibility of the service. The outcome of this study provides a powerful way to support the facilitation of communication and social inclusion by using this conversational agent. Furthermore, by focusing on enhancing the accessibility, the research contributes towards the practical understanding of the investigation of its service design for chatbot aimed at inclusivity.",

keywords = "Chatbot, Conversational agent, Inclusive design",

author = "Jeongyun Heo and Jiyoon Lee",

note = "Publisher Copyright: {\textcopyright} 2019, Springer Nature Switzerland AG.; International Conference on Human-Computer Interaction 2019, HCII 2019 ; Conference date: 26-07-2019 Through 31-07-2019",

year = "2019",

doi = "10.1007/978-3-030-30033-3\_12",

language = "English",

isbn = "9783030300326",

series = "Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)",

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}

Heo, J & Lee, J 2019, CiSA: An Inclusive Chatbot Service for International Students and Academics. in C Stephanidis (ed.), HCI International 2019 – Late Breaking Papers - 21st HCI International Conference, HCII 2019, Proceedings. Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), vol. 11786 LNCS, Springer, Cham Switerland, pp. 153-167, International Conference on Human-Computer Interaction 2019, Orlando, United States of America, 26/07/19. https://doi.org/10.1007/978-3-030-30033-3_12

CiSA: An Inclusive Chatbot Service for International Students and Academics. / Heo, Jeongyun; Lee, Jiyoon.
HCI International 2019 – Late Breaking Papers - 21st HCI International Conference, HCII 2019, Proceedings. ed. / Constantine Stephanidis. Cham Switerland: Springer, 2019. p. 153-167 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 11786 LNCS).

Research output: Chapter in Book/Report/Conference proceeding › Conference Paper › Research › peer-review

TY - GEN

T1 - CiSA

T2 - International Conference on Human-Computer Interaction 2019

AU - Heo, Jeongyun

AU - Lee, Jiyoon

N1 - Conference code: 21st

PY - 2019

Y1 - 2019

N2 - In the present study, we developed a chatbot service termed ‘CiSA’ (Chatbot for International Students and Academics) to enable international students and academics to effectively acquire essential information regarding their academic and campus life. To investigate the pain points and needs of our target user group, user research consisting of interviews and surveys was conducted. Based on the key findings from qualitative analysis, the concept was further refined. A flowchart was constructed to illustrate the designed conversations, while the user interface components were determined to express the responses of the chatbot. The design was further prototyped using Google’s DialogFlow, and implemented in Facebook Messenger. Finally, the interviews with the target users were conducted to verify the effectiveness, satisfaction, and extensibility of the service. The outcome of this study provides a powerful way to support the facilitation of communication and social inclusion by using this conversational agent. Furthermore, by focusing on enhancing the accessibility, the research contributes towards the practical understanding of the investigation of its service design for chatbot aimed at inclusivity.

AB - In the present study, we developed a chatbot service termed ‘CiSA’ (Chatbot for International Students and Academics) to enable international students and academics to effectively acquire essential information regarding their academic and campus life. To investigate the pain points and needs of our target user group, user research consisting of interviews and surveys was conducted. Based on the key findings from qualitative analysis, the concept was further refined. A flowchart was constructed to illustrate the designed conversations, while the user interface components were determined to express the responses of the chatbot. The design was further prototyped using Google’s DialogFlow, and implemented in Facebook Messenger. Finally, the interviews with the target users were conducted to verify the effectiveness, satisfaction, and extensibility of the service. The outcome of this study provides a powerful way to support the facilitation of communication and social inclusion by using this conversational agent. Furthermore, by focusing on enhancing the accessibility, the research contributes towards the practical understanding of the investigation of its service design for chatbot aimed at inclusivity.

KW - Chatbot

KW - Conversational agent

KW - Inclusive design

UR - https://www.scopus.com/pages/publications/85072867490

U2 - 10.1007/978-3-030-30033-3_12

DO - 10.1007/978-3-030-30033-3_12

M3 - Conference Paper

AN - SCOPUS:85072867490

SN - 9783030300326

T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)

SP - 153

EP - 167

BT - HCI International 2019 – Late Breaking Papers - 21st HCI International Conference, HCII 2019, Proceedings

A2 - Stephanidis, Constantine

PB - Springer

CY - Cham Switerland

Y2 - 26 July 2019 through 31 July 2019

ER -

Heo J, Lee J. CiSA: An Inclusive Chatbot Service for International Students and Academics. In Stephanidis C, editor, HCI International 2019 – Late Breaking Papers - 21st HCI International Conference, HCII 2019, Proceedings. Cham Switerland: Springer. 2019. p. 153-167. (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)). doi: 10.1007/978-3-030-30033-3_12

CiSA: An Inclusive Chatbot Service for International Students and Academics

Abstract

Publication series

Conference

Keywords

Access to Document

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