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Authors: Guilherme De Guy Andrade 1 ; Geovana Ramos Sousa Silva 1 ; Francisco Carlos Molina Duarte Júnior 2 ; Giovanni Almeida Santos 1 ; Fábio Lúcio Lopes de Mendonça 1 and Rafael Timóteo de Sousa Júnior 1

Affiliations: 1 Electrical Engineering Department, University of Brasília, Brasília, Brazil ; 2 National School of Public Administration, Brasília, Brazil

Keyword(s): Chatbot, Customer Service, Conversational Interface.

Abstract: EvaTalk is a complete chatbot system developed to attend users from Escola Virtual de Governo (EV.G), which is a Brazilian virtual school maintained by the federal government. The proposed architecture was based on a framework to build chatbots, but it was necessary to replace and adapt services to attend EV.G needs. The architecture is composed of the following modules: Interface for direct interaction; Artificial Intelligence to comprehend and process messages; Development to deal with the knowledge base; and Business Intelligence to analyze messages. The first version responded to questions related to Institutional Membership and chitchat. Still, it was noted that Eva needed more training data considering that the developers could not predict well user behavior. Therefore, it was necessary to change the conversational data examples and flows to match user behavior observed after release, which showed an increase in the chatbot’s response confidence. The system relies mostly on the data collected through the data analysis tools to evolve. (More)

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Paper citation in several formats:
Guy Andrade, G.; Silva, G.; Duarte Júnior, F.; Santos, G.; Lopes de Mendonça, F. and Sousa Júnior, R. (2020). EvaTalk: A Chatbot System for the Brazilian Government Virtual School. In Proceedings of the 22nd International Conference on Enterprise Information Systems - Volume 1: ICEIS; ISBN 978-989-758-423-7; ISSN 2184-4992, SciTePress, pages 556-562. DOI: 10.5220/0009418605560562

@conference{iceis20,
author={Guilherme De {Guy Andrade}. and Geovana Ramos Sousa Silva. and Francisco Carlos Molina {Duarte Júnior}. and Giovanni Almeida Santos. and Fábio Lúcio {Lopes de Mendon\c{C}a}. and Rafael Timóteo de {Sousa Júnior}.},
title={EvaTalk: A Chatbot System for the Brazilian Government Virtual School},
booktitle={Proceedings of the 22nd International Conference on Enterprise Information Systems - Volume 1: ICEIS},
year={2020},
pages={556-562},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0009418605560562},
isbn={978-989-758-423-7},
issn={2184-4992},
}

TY - CONF

JO - Proceedings of the 22nd International Conference on Enterprise Information Systems - Volume 1: ICEIS
TI - EvaTalk: A Chatbot System for the Brazilian Government Virtual School
SN - 978-989-758-423-7
IS - 2184-4992
AU - Guy Andrade, G.
AU - Silva, G.
AU - Duarte Júnior, F.
AU - Santos, G.
AU - Lopes de Mendonça, F.
AU - Sousa Júnior, R.
PY - 2020
SP - 556
EP - 562
DO - 10.5220/0009418605560562
PB - SciTePress

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