VISVESVARAYA TECHNOLOGICAL UNIVERSITY

Jnana-Sangama, Belagavi-590018

A Seminar Report on

“CHATBOT TECHNOLOGY”
In partial fulfilment for the award of degree
BACHELOR OF ENGINEERING
In
COMPUTER SCIENCE & ENGINEERING
Submitted by

GULAM KHAJA MOINUDDIN KHUSRO (3KC19CS007)

Under The Guidance of

Prof. SANIA FATIMA
M. Tech(CSE), (Ph.D)

HSMA Kallerawan Charitable Trust

K.C.T. ENGINEERING COLLEGE
Kalaburagi-585104
HAZRAT SHAIKH MINAJUDDIN ANSARI KALLERAWAN CHARITABLE TRUST’S
K.C.T ENGINEERING COLLEGE
KALABURAGI- 585 104

Department of Computer Science & Engineering

CERTIFICATE

This is to certify GULAM KHAJA MOINUDDIN KHUSRO (3KC19CS007) . I have

satisfactory completed the SEMINAR entitled “CHATBOT TECHNOLOGY” &
submitted the seminar report as prescribed by V.T.U BELGAVI for B.E 8th
sem Course in Computer Science & Engineering during the academic year
2022-23.

UNDER THE GUIDANCE OF:

HOD
Prof. SANIA FATIMA Dr. SABERA BEGUM
M.Tech(CSE), Ph.D M.Tech(CSE), Ph.D

EXAMINERS:
1
2
 ACKNOWLEDGEMENT

First of all we would like to thanks Almighty ALLAH and our

beloved parents by the grace of whom we have reached the
stage of completion of our seminar report.
We would like to express our deep sense of gratitude to Dr.
S.A.M.N QUADRI Principal, KCT Engineering College, for
Providing us a Congential environment to work in.
We would like to express our deep sense of gratitude to our
guide Prof. SANIA FATIMA Department of Computer Science
and Engineering for his valuable suggestion and guidance in
completion of project.
We are very much thankful to Dr. SABERA BEGUM Head of
Department of Computer Science and Engineering for her
constant encouragement and help.
Last but not the least we thank all Staff Members of
Computer Science and Engineering Department who have
helped us directly or Indirectly for the successful completion of
this seminar report.

GULAM KHAJA MOINUDDIN KHUSRO 3KC19CS007

 Abstract

The use of chatbots evolved rapidly in numerous fields in recent years,

including Marketing, Supporting Systems, Education, Health Care, Cultural Her-
itage, and Entertainment. In this paper, we first present a historical overview of the
evolution of the international community’s interest in chatbots. Next, we discuss
the motivations that drive the use of chatbots, and we clarify chatbot usefulness in
a variety of areas. Moreover, we highlight the impact of social stereotypes on
chatbots design. After clarifying necessary technological concepts, we move on to
a chatbot classification based on various criteria, such as the area of knowledge
they refer to, the need they serve and others. Furthermore, we present the
general architecture of modern chatbots while also mentioning the main platforms
for their creation. Our engagement with the subject so far, reassures us of the
prospects of chatbots and encourages us to study them in greater extent and
depth.
 CONTENTS

SR NO. CHAPTER PAGE NO.

01 INTRODUCTION

02 HISTORY

03 ASSOCIATE WITH CHATBOTS

04 ESSENTIAL CONCEPTS

05 TYPES OF CHATBOTS

06 DESIGN AND DEVELOPEMNET

07 CONCLUSION

08 REFERENCES
 CHATBOT TECHNOLOGY

1. Introduction
Artificial Intelligence (AI) increasingly integrates our daily lives with the
creation and analysis of intelligent software and hardware, called intelligent agents.
Intelligent agents can do a variety of tasks ranging from labor work to sophisticated
operations. A chatbot is a typical example of an AI system and one of the most
elementary and widespread examples of intelligent Human-Computer Interaction
(HCI). It is a computer pro- gram, which responds like a smart entity when
conversed with through text or voice and understands one or more human
languages by Natural Language Processing (NLP).
In the lexicon, a chatbot is defined as “A computer program designed to
simulate con- versation with human users, especially over the Internet” Chatbots
are also known as smart bots, interactive agents, digital assistants, or artificial
conversation entities.Chatbots.
They became so popular because there are many advantages of chatbots
for users and developers too. Most implementations are platform-independent
and instantly available to users without needed installations. Contact to the
chatbot is spread through a user’s social graph without leaving the messaging app
the chatbot lives in, which provides and guarantees the user’s identity. Moreover,
payment services are integrated into the messaging system and can be used safely
and reliably and a notification system re-engages inactive users. Chatbots are
integrated with group conversations or shared just like any other contact, while
multiple conversations can be carried forward in parallel. Knowledge in the use of
one chatbot is easily transferred to the usage of other chatbots, and there are
limited data requirements. Communication reliability, fast and uncomplicated
development iterations, lack of version fragmentation, and limited design efforts
for the interface are some of the advantages for developers too
The rest of the paper is organized as follows. In Sect. 2, we briefly present
the history of chatbots and highlight the growing interest of the research
community. In Sect. 3, some issues about the association with chatbots are
discussed, while in Sect. 4, essential concepts relevant to chatbot technology are
described. Next, in Sect. 5, we present a classification of existing chatbots while in
Sect. 6, we present the underlying chatbot architecture and the leading platforms
for their development. Finally, Sect. 7 reports conclusions and highlights further
research topics.

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2. History
Alan Turing in 1950 proposed the Turing Test (“Can machines think?”), and it
was at that time that the idea of a chatbot was popularized. The first known
chatbot was Eliza, developed in 1966, whose purpose was to act as a
psychotherapist returning the user utterances in a question form. It used simple
pattern matching and a template- based response mechanism. Its conversational
ability was not good, but it was enough to confuse people at a time when they were
not used to interacting with computers and give them the impetus to start
developing other chatbots. An improvement over ELIZA was a chatbot with a
personality named PARRY developed in 1972. In 1995, the chatbot ALICE was
developed which won the Loebner Prize, an annual Turing Test, in years 2000,
2001, and 2004. It was the first computer to gain the rank of the “most human
computer”. ALICE relies on a simple pattern-matching algorithm with the
underlying intelligence based on the Artificial Intelligence Markup Language
(AIML) , which makes it possible for developers to define the building blocks of the
chatbot knowledge . Chatbots, like SmarterChild in 2001, were developed and
became available through messenger applications. The next step was the creation
of virtual personal assistants like Apple Siri, Microsoft Cortana, Amazon Alexa,
Google Assistant and IBM Watson.
As shown in Fig. 1 according to Scopus , there was a rapid growth of
interest in chatbots especially after the year 2016. Many chatbots were developed
for industrial solutions while there is a wide range of less famous chatbots
relevant to research and their applications.

Fig. 1. Search results in Scopus by year for “chatbot” or “conversation agent” or

“conversational interface” as keywords from 2000 to 2019.

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3 Associate with Chatbots

Why do users use chatbots? Chatbots seem to hold tremendous promise
for providing users with quick and convenient support responding specifically to
their questions. The most frequent motivation for chatbot users is considered to
be productivity, while other motives are entertainment, social factors, and contact
with novelty. However, to balance the motivations mentioned above, a chatbot
should be built in a way that acts as a tool, a toy, and a friend at the same time.
The reduction in customer service costs and the ability to handle many
users at a time are some of the reasons why chatbots have become so popular in
business groups . Chatbots are no longer seen as mere assistants, and their way of
interacting brings them closer to users as friendly companions. According to a
study, social media user requests on chatbots for customer service are emotional
and informational, with the first category rate being more than 40% and with users
not intending to take specific information . Machine learning is what gives the
capability to customer service chatbots for sentiment detection and also the
ability to relate to customers emotionally as human operators do .
Concerning the user’s trust in chatbots, it depends on factors relative to the
chatbot itself, like how much it responds like a human, how it is self-presented,
and how much professional its appearance is. Nevertheless, it depends also on
factors relative to its service contexts, like the brand of the chatbot host, privacy
and security in the chatbot, and other risk issues about the topic of the request.
Human-likeness can be suggested by using human figures (visual cues), human-
associated names, or identity (identity cues) and mimicking of human languages
(conversational cues) . It has already been studied the influence of personification
and interactivity in people’s disclosures around sensitive topics, such as
psychological stressors. Important to mention is that chatbots still lack empathy
understanding meaning and that they are not as capable as humans of
understanding conversational undertones. Though progress has been made in this
field, and soon machines will not only be able to understand what somebody is
saying but also what is the feeling of what he is saying.
However, a biased view of gender is revealed, as most of the chatbots
perform tasks that echo historically feminine roles and articulate these features
with stereotypical behaviors. Accordingly, general or specialized chatbots
automate work that is coded as female, given that they mainly operate in service
or assistance related contexts, acting as personal assistants or secretaries.

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4. Essential Concepts
Below are some fundamental concepts related to chatbot technology.
Pattern Matching is predicated on representative stimulus-response blocks. A sen-
tence (stimuli) is entered, and output (response) is created consistent with the user
input. Eliza and ALICE were the first chatbots developed using pattern recognition
algo- rithms. The disadvantage of this approach is that the responses are entirely
predictable, repetitive, and lack the human touch. Also, there is no storage of past
responses, which can lead to looping conversations.
The Artificial Intelligence Markup Language (AIML) was created from 1995
to 2000, and it is based on the concepts of Pattern Recognition or Pattern
Matching technique. It is applied to natural language modeling for the dialogue
between humans and chatbots that follow the stimulus-response approach. It is
an XML-based markup language and it is tag-based. As shown in Fig. 2, AIML is
based on basic units of dialogue called categories (tag <category>) which are
formed by user input patterns (tag <pattern>) and chatbot responses (tag
<template>).

<aiml version="1.0.1" encoding="UTF-8"?>

<category>
<pattern> My name is * and I am * years old </pattern>
<template> Hello <star/>. I am also <star index="2"/> years old!</template>
</category>
</aiml>

Fig. 2. Example of AIML code

Latent Semantic Analysis (LSA) may be used together with AIML for the
develop- ment of chatbots. It is used to discover likenesses between words as vector
representation. Template-based questions like greetings and general questions
can be answered using AIML while other unanswered questions use LSA to give
replies.
Chatscript, being the successor of the AIML language, is an expert system,
which consists of an open-source scripting language and the engine that runs it. It is
comprised of rules which are associated with topics, finding the best item that
matches the user query string and executing a rule in that topic.. It is also case-
sensitive, widening the possible responses that can be given to the same user input
based on the intended emotion, as uppercase is typically used in conversations to
indicate emphasis.

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RiveScript is a plain text, line-based scripting language for the development

of chatbots and other conversational entities. It is open-source with available
interfaces for Go, Java, JavaScript, Perl, and Python.
Natural Language Processing (NLP), an area of artificial intelligence,
explores the manipulation of natural language text or speech by computers.
Knowledge of the understanding and use of human language is gathered to
develop techniques that will make computers understand and manipulate natural
expressions to perform desired tasks. Most NLP techniques are based on machine
learning.
Natural Language Understanding (NLU) is at the core of any NLP task. It is a
technique to implement natural user interfaces such as a chatbot. NLU aims to
extract context and meanings from natural language user inputs, which may be
unstructured and respond appropriately according to user intention. It identifies
user intent and extracts domain-specific entities. More specifically, an intent
represents a map- ping between what a user says and what action should be taken
by the chatbot. Actions correspond to the steps the chatbot will take when specific
intents are triggered by user inputs and may have parameters for specifying
detailed information about it. Intent detection is typically formulated as sentence
classification in which single or multiple intent labels are predicted for each
sentence.
An entity is a tool for extracting parameter values from natural language
inputs. For example, consider the sentence “What is the weather in Greece?”. The
user intent is to learn the weather forecast. The entity value is Greece. Therefore,
the user asks for the weather forecast in Greece. Entities can be either system-
defined or developer- defined. For example, the system entity @sys.date
corresponds to standard date refer- ences like 10 August 2019 or the 10th of
August. Domain entity extraction usually referred to as a slot-filling problem, is
formulated as a sequential tagging problem where parts of a sentence are extracted
and tagged with domain entities .
Finally, contexts are strings that store the context of the object the user is
referring to or talking about. For example, a user might refer to a previously
defined object in his following sentence. A user may input “Switch on the fan.”
Here the context to be saved is the fan so that when a user says, “Switch it off” as
the next input, the intent “switch off” may be invoked on the context “fan”.

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5. Types of Chatbots
Chatbots can be classified using different parameters: the knowledge domain,
the service provided, the goals, the input processing and response generation
method, the human-aid, and the build method.
Classification based on the knowledge domain considers the knowledge a
chatbot can access or the amount of data it is trained upon. Open domain chatbots
can talk about general topics and respond appropriately, while closed domain
chatbots are focused on a particular knowledge domain and might fail to respond
to other questions.
Classification based on the service provided considers the sentimental
proximity of the chatbot to the user, the amount of intimate interaction that
takes place, and it is also dependent upon the task the chatbot is performing.
Interpersonal chatbots lie in the domain of communication and provide services
such as Restaurant booking, Flight booking, and FAQ bots. They are not companions
of the user, but they get information and pass them on to the user. They can have a
personality, can be friendly, and will probably remember information about the
user, but they are not obliged or expected to do so. Intrapersonal chatbots exist
within the personal domain of the user, such as chat apps like Messenger, Slack,
and WhatsApp. They are companions to the user and understand the user like a
human does. Inter-agent chatbots become omnipresent while all chatbots will
require some inter-chatbot communication possibilities. The need for protocols
for inter-chatbot communication has already emerged. Alexa-Cortana integration
is an example of inter-agent communication.
Classification based on the goals considers the primary goal chatbots aim to
achieve. Informative chatbots are designed to provide the user with information
that is stored beforehand or is available from a fixed source, like FAQ chatbots.
Chat- based/Conversational chatbots talk to the user, like another human being,
and their goal.
Classification based on the input processing and response generation method
takes into account the method of processing inputs and generating responses.
There are three models used to produce the appropriate responses: rule-based
model, retrieval- based model, and generative model.
Rule-based model chatbots are the type of architecture which most of the
first chatbots have been built with, like numerous online chatbots. They choose
the system response based on a fixed predefined set of rules, based on recognizing

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the lexical form of the input text without creating any new text answers. The
knowledge used in the chatbot is humanly hand-coded and is organized and
presented with conversational patterns. A more comprehensive rule database
allows the chatbot to reply to more types of user input. However, this type of
model is not robust to spelling and grammatical mistakes in user input. Most
existing research on rule-based chatbots studies response selection for single-turn
conversation, which only considers the last input message. In more human- like
chatbots, multi-turn response selection takes into consideration previous parts of the
conversation to select a response relevant to the whole conversation context.
A little different from the rule-based model is the retrieval-based model, which
offers more flexibility as it queries and analyzes available resources using APIs. A
retrieval-based chatbot retrieves some response candidates from an index before
it applies the matching approach to the response selection
The generative model generates answers in a better way than the other three
models, based on current and previous user messages. These chatbots are more
human-like and use machine learning algorithms and deep learning techniques.
However, there are difficulties in building and training them.
Another classification for chatbots considers the amount of human-aid in their
com- ponents. Human-aided chatbots utilize human computation in at least one
element from the chatbot. Crowd workers, freelancers, or full-time employees can
embody their intel- ligence in the chatbot logic to fill the gaps caused by limitations
of fully automated chat- bots. While human computation, compared to rule-based
algorithms and machine learn- ing, provides more flexibility and robustness, still,
it cannot process a given piece of information as fast as a machine, which makes it
hard to scale to more user requests. Chatbots can also be classified according to the
permissions provided by their devel- opment platform. Development platforms can
be of open-source, such as RASA, or can be of proprietary code such as
development platforms typically offered by large compa- nies such as Google or
IBM. Open-source platforms provide the chatbot designer with the ability to
intervene in most aspects of implementation. Closed platforms, typically act as
black boxes, which may be a significant disadvantage depending on the project
requirements. However, access to state-of-the-art technologies may be considered
more immediate for large companies. Moreover, one may assume that chatbots
developed based on large companies’ platforms may be benefited by a large
amount of data that these companies collect, Of course, chatbots do not exclusively
belong to one category or another.

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6. Design and Development

The design and development of a chatbot involve a variety of techniques.
Under- standing what the chatbot will offer and what category falls into helps
developers pick the algorithms or platforms and tools to build it. At the same
time, it also helps the end-users understand what to expect.
The requirements for designing a chatbot include accurate knowledge representation,
an answer generation strategy, and a set of predefined neutral answers to reply when
user utterance is not understood. The first step in designing any system is to
divide it into constituent parts according to a standard so that a modular
development approach can be followed. In Fig. 3, a general chatbot architecture is
introduced.
The process starts with a user’s request, for example, “What is the meaning
of environment?”, to the chatbot using a messenger app like Facebook, Slack,
WhatsApp, WeChat or Skype, or an app using text or speech input like Amazon
Echo.
After the chatbot receives the user request, the Language Understanding
Component parses it to infer the user’s intention and the associated information
(intent: “translate,” entities: [word: “environment”]).
Once a chatbot reaches the best interpretation it can, it must determine how to
proceed. It can act upon the new information directly, remember whatever it has
understood and wait to see what happens next, require more context information
or ask for clarification.
When the request is understood, action execution and information retrieval
take place. The chatbot performs the requested actions or retrieves the data of
interest from

Fig. 3. General chatbot architecture

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its data sources, which may be a database, known as the Knowledge Base of the
chatbot, or external resources that are accessed through an API call.
Upon retrieval, the Response Generation Component uses Natural Language
Gener- ation (NLG) to prepare a natural language human-like response to the user
based on the intent and context information returned from the user message
analysis component. The appropriate responses are produced by one of the three
models mentioned in Sect. 5 of the paper: rule-based, retrieval based, and
generative model.
A Dialogue Management Component keeps and updates the context of a
conversation which is the current intent, identified entities, or missing entities
required to fulfill user requests. Moreover, it requests missing information,
processes clarifications by users, and asks follow-up questions. For example, the
chatbot may respond: “Would you like to tell me as well an example sentence
with the word environment?”.
Many commercial and open-source options are available for the
development of a chatbot. The number of chatbot-related technologies is already
overwhelming and grow- ing each day. Chatbots are developed in two ways: using any
programming language like Java, Clojure, Python, C++, PHP, Ruby, and Lisp or using
state-of-the-art platforms. At this time, we are distinguishing six leading NLU cloud
platforms that developers can use to create applications able to understand
natural languages: Google’s DialogFlow, Facebook’s wit.ai, Microsoft LUIS, IBM
Watson Conversation, Amazon Lex, and SAP Conversation AI . All these platforms
are supported by machine learning. They share some standard functionality (they
are cloud-based, they support various programming and natural languages) but
differ significantly in other aspects. Other known chatbot development platforms
are RASA, Botsify, Chatfuel, Manychat, Flow XO, Chatterbot, Pandorabots, Botkit,
and Botlytics.

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7. Conclusions
Minimal human interference in the use of devices is the goal of our world of
technology. Chatbots can reach out to a broad audience on messaging apps and be
more effective than humans are. At the same time, they may develop into a
capable information-gathering tool. They provide significant savings in the
operation of customer service departments. With further development of AI and
machine learning, somebody may not be capable of understanding whether he
talks to a chatbot or a real-life agent.
We consider that this research provides useful information about the basic
principles of chatbots. Users and developers can have a more precise understanding
of chatbots and get the ability to use and create them appropriately for the
purpose they aim to operate. Further work of this research would be exploring in
detail existing chatbot platforms and compare them. It would also be interesting
to examine the degree of ingenuity and functionality of current chatbots. Some
ethical issues relative to chatbots would be worth studying like abuse and
deception, as people, on some occasions, believe they talk to
real humans while they are talking to chatbots.

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