Um estudo sobre Chatbots e sua aplicação no comércio eletrônico

Abstract

This paper presents a study about the conversational agents called chatbots, discussing their history and evolution since its appearance, alongside the first concepts of Artificial Intelligence and its firsts conceptions imagined by Alan Turing of a dialogue between humans and machines, until its recent popularization through applications in several areas such as education, health, entertainment and, mainly, in the electronic commerce. Through the analysis of some featured applications of this evolutionary process, such as Eliza, Jabberwacky, ALICE, SmartChild, and others, a study was hold in order to understand the operation and usability of some of these technologies that, through the years, brought new potentials to this type of tool. The paper also makes an approach on the emergence of conversational commerce and the use of chatbots in messaging applications by service and commercial companies seeking to reach this emerging consumer market. It is also exemplified in this paper the creation of one of these conversational agents through the IBM Watson’s system and its API Conversation, one of the many chatbot platforms that is noticeably getting popular as it grows the interest of the companies in making use of this digital solution. Lastly, it is described the development, tools and technology used for the construction of a chatbot used for e-commerce and integrated with the social network Facebook through the Messenger platform and Wit.ai system, able to exemplify concepts and elements learned along this paper.