背景:由人工智能驱动的对话代理,通常被称为聊天机器人,是在COVID-19大流行期间用于提供信息和服务的最新创新之一。然而,在COVID-19大流行期间明确设计的众多对话剂要求使用严格的技术框架和广泛的系统评价进行定性和分析.
目的:本研究旨在描述COVID-19聊天机器人的一般特征,并使用修改后的设计分类框架检查其系统设计。
方法:我们对COVID-19聊天机器人的一般特征和设计分类进行了系统评价,56项研究纳入最终分析。本次审查遵循了PRISMA(系统审查和荟萃分析的首选报告项目)指南,从各种数据库和搜索引擎中选择2020年3月至2022年4月之间发表的论文。
结果:结果显示,全球范围内有关COVID-19聊天机器人设计和开发的大多数研究都在亚洲和欧洲实施。大多数聊天机器人也可以在网站上访问,互联网消息应用程序,和Android设备。COVID-19聊天机器人根据其时间特征进一步分类,外观,情报,互动,和系统设计趋势的背景。从时间轮廓的角度来看,近一半的COVID-19聊天机器人与用户互动数周,时间超过1次,并且可以记住以前用户互动中的信息。从外观上看,大多数COVID-19聊天机器人承担专家角色,以任务为导向,并且没有视觉或头像表示。从情报的角度来看,几乎一半的COVID-19聊天机器人是人工智能的,可以响应文本输入和一套规则。此外,这些聊天机器人中有一半以上是在结构化的流程上运作的,没有描绘任何社会情感行为。大多数聊天机器人还可以处理外部数据和广播资源。关于他们与用户的互动,大多数COVID-19聊天机器人都是自适应的,可以通过文本进行交流,可以对用户输入做出反应,没有被游戏化,并且不需要额外的人力支持。从上下文的角度来看,所有COVID-19聊天机器人都是目标导向的,尽管大多数属于医疗保健应用领域,并且旨在向用户提供信息。
结论:概念化,发展,实施,出现了使用COVID-19聊天机器人来减轻全球大流行对世界各国社会的影响。本研究基于5种设计观点,总结了COVID-19聊天机器人当前的系统设计趋势,这可以帮助开发人员方便地选择一个面向未来的聊天机器人原型,在面对日益增长的对更好的大流行响应的需求时,满足公众的需求。
A conversational agent powered by artificial intelligence, commonly known as a chatbot, is one of the most recent innovations used to provide information and services during the COVID-19 pandemic. However, the multitude of conversational agents explicitly designed during the COVID-19 pandemic calls for characterization and analysis using rigorous technological frameworks and extensive systematic reviews.
This study aims to describe the general characteristics of COVID-19 chatbots and examine their system designs using a modified adapted design taxonomy framework.
We conducted a systematic
review of the general characteristics and design taxonomy of COVID-19 chatbots, with 56 studies included in the final analysis. This
review followed the PRISMA (Preferred Reporting Items for Systematic Reviews and Meta-Analyses) guidelines to select papers published between March 2020 and April 2022 from various databases and search engines.
Results showed that most studies on COVID-19 chatbot design and development worldwide are implemented in Asia and Europe. Most chatbots are also accessible on websites, internet messaging apps, and Android devices. The COVID-19 chatbots are further classified according to their temporal profiles, appearance, intelligence, interaction, and context for system design trends. From the temporal profile perspective, almost half of the COVID-19 chatbots interact with users for several weeks for >1 time and can remember information from previous user interactions. From the appearance perspective, most COVID-19 chatbots assume the expert role, are task oriented, and have no visual or
avatar representation. From the intelligence perspective, almost half of the COVID-19 chatbots are artificially intelligent and can respond to textual inputs and a set of rules. In addition, more than half of these chatbots operate on a structured flow and do not portray any socioemotional behavior. Most chatbots can also process external data and broadcast resources. Regarding their interaction with users, most COVID-19 chatbots are adaptive, can communicate through text, can react to user input, are not gamified, and do not require additional human support. From the context perspective, all COVID-19 chatbots are goal oriented, although most fall under the health care application domain and are designed to provide information to the user.
The conceptualization, development, implementation, and use of COVID-19 chatbots emerged to mitigate the effects of a global pandemic in societies worldwide. This study summarized the current system design trends of COVID-19 chatbots based on 5 design perspectives, which may help developers conveniently choose a future-proof chatbot archetype that will meet the needs of the public in the face of growing demand for a better pandemic response.