About cookies on this site Our websites require some cookies to function properly (required). In addition, other cookies may be used with your consent to analyze site usage, improve the user experience and for advertising. For more information, please review your options. By visiting our website, you agree to our processing of information as described in IBM’sprivacy statement. To provide a smooth navigation, your cookie preferences will be shared across the IBM web domains listed here.
Publication
VIS 2021
Conference paper
Where and Why is My Bot Failing? A Visual Analytics Approach for Investigating Failures in Chatbot Conversation Flows
Abstract
The ongoing coronavirus pandemic has accelerated the adoption of AI-powered task-oriented chatbots by businesses and healthcare organizations. Despite advancements in chatbot platforms, implementing a successful and effective bot is still challenging and requires a lot of manual work. There is a strong need for tools to help conversation analysts quickly identify problem areas and, consequently, introduce changes to chatbot design. We present a visual analytics approach and tool for conversation analysts to identify and assess common patterns of failure in conversation flows. We focus on two key capabilities: path flow analysis and root cause analysis. Interim evaluation results from applying our tool in real-world customer production projects are presented.