Preliminary Evidence on How a Chatbot is Developed in a Software Organization

• John Silva Fonseca USP
• Silvana Morita Melo UFGD
• Pedro Henrique Dias Valle USP
• Leo Natan Paschoal USP

DOI: https://doi.org/10.5753/wbots.2024.3976

Abstract

A chatbot is a system that enables interactions through human language, whether spoken or written. As a result of this functionality, numerous sectors have allocated resources to the development of chatbots. However, despite the existence of studies that present techniques and tools for the development of chatbots, a gap remains regarding how these systems are developed by software organizations. This article presents a case study undertaken at a prominent Brazilian company involved in business management systems design and development. The study examined the development of a chatbot by the company’s team to facilitate an internal process. The research involved an analysis of the strategies employed by the team in developing and evaluating the chatbot, as well as an examination of the role played by the development team, the tools utilized, and other pertinent factors.

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