Comprehensive Framework for Evaluating Conversational AI Chatbots
This work addresses the problem of evaluating conversational AI chatbots for financial institutions and other organizations that require high levels of compliance, user trust, and operational efficiency, providing an incremental yet significant improvement.
The authors tackled the challenge of evaluating conversational AI chatbots, particularly in financial services, and introduced a framework that assesses chatbots across four dimensions. The result is a comprehensive framework that bridges theoretical foundations and real-world deployment challenges.
Conversational AI chatbots are transforming industries by streamlining customer service, automating transactions, and enhancing user engagement. However, evaluating these systems remains a challenge, particularly in financial services, where compliance, user trust, and operational efficiency are critical. This paper introduces a novel evaluation framework that systematically assesses chatbots across four dimensions: cognitive and conversational intelligence, user experience, operational efficiency, and ethical and regulatory compliance. By integrating advanced AI methodologies with financial regulations, the framework bridges theoretical foundations and real-world deployment challenges. Additionally, we outline future research directions, emphasizing improvements in conversational coherence, real-time adaptability, and fairness.