Gamified Chatbot Management Process: A way to build gamified chatbots

Abstract

Chatbot development frameworks provide a range of construction methods; however, established processes like the Chatbot Management Process (CMP) often lack activities specifically tailored to enhance user engagement. This thesis presents the Gamified Chatbot Management Process (GCMP), an extension of the CMP that integrates and adapts activities to boost user interaction with chatbots. Three iterations of the GCMP were created, each incorporating enhancements driven by the Goal-Question-Metric (GQM) methodology. This iterative approach supported the continuous evaluation and evolution of the process. Experiments with real users indicated positive engagement, with all participants successfully meeting the set objectives. Furthermore, the average deployment time was reduced by 66% from the initial to the final version. User assessments also gave top ratings for the quality of responses generated by the chatbot. These results demonstrate the effectiveness of the proposed GCMP. The findings suggest a strong positive correlation between implementing the GCMP and improvements in developing gamified chatbots. The advances in both chatbot functionality and gamification techniques highlight the potential for widespread adoption of the GCMP as a reliable and effective approach for creating gamified chatbots.