{"id":"https://openalex.org/W3217481044","doi":"https://doi.org/10.1109/vis49827.2021.9623295","title":"Where and Why is My Bot Failing? A Visual Analytics Approach for Investigating Failures in Chatbot Conversation Flows","display_name":"Where and Why is My Bot Failing? A Visual Analytics Approach for Investigating Failures in Chatbot Conversation Flows","publication_year":2021,"publication_date":"2021-10-01","ids":{"openalex":"https://openalex.org/W3217481044","doi":"https://doi.org/10.1109/vis49827.2021.9623295","mag":"3217481044"},"language":"en","primary_location":{"id":"doi:10.1109/vis49827.2021.9623295","is_oa":false,"landing_page_url":"https://doi.org/10.1109/vis49827.2021.9623295","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2021 IEEE Visualization Conference (VIS)","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5061821122","display_name":"Avi Yaeli","orcid":null},"institutions":[{"id":"https://openalex.org/I4210167297","display_name":"IBM Research - Haifa","ror":"https://ror.org/05rw9t746","country_code":"IL","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210114115","https://openalex.org/I4210167297"]}],"countries":["IL"],"is_corresponding":true,"raw_author_name":"Avi Yaeli","raw_affiliation_strings":["IBM Research, Haifa"],"affiliations":[{"raw_affiliation_string":"IBM Research, Haifa","institution_ids":["https://openalex.org/I4210167297"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5001266138","display_name":"Sergey Zeltyn","orcid":"https://orcid.org/0000-0003-2540-1604"},"institutions":[{"id":"https://openalex.org/I4210167297","display_name":"IBM Research - Haifa","ror":"https://ror.org/05rw9t746","country_code":"IL","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210114115","https://openalex.org/I4210167297"]}],"countries":["IL"],"is_corresponding":false,"raw_author_name":"Sergey Zeltyn","raw_affiliation_strings":["IBM Research, Haifa"],"affiliations":[{"raw_affiliation_string":"IBM Research, Haifa","institution_ids":["https://openalex.org/I4210167297"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5061821122"],"corresponding_institution_ids":["https://openalex.org/I4210167297"],"apc_list":null,"apc_paid":null,"fwci":0.6799,"has_fulltext":false,"cited_by_count":5,"citation_normalized_percentile":{"value":0.76475529,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":null,"issue":null,"first_page":"141","last_page":"145"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9945999979972839,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9945999979972839,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.9894000291824341,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T12031","display_name":"Speech and dialogue systems","score":0.9847000241279602,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/chatbot","display_name":"Chatbot","score":0.8835030794143677},{"id":"https://openalex.org/keywords/conversation","display_name":"Conversation","score":0.8766211271286011},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.7025504112243652},{"id":"https://openalex.org/keywords/analytics","display_name":"Analytics","score":0.6104791164398193},{"id":"https://openalex.org/keywords/visual-analytics","display_name":"Visual analytics","score":0.5757920742034912},{"id":"https://openalex.org/keywords/task","display_name":"Task (project management)","score":0.4995002746582031},{"id":"https://openalex.org/keywords/data-science","display_name":"Data science","score":0.474789559841156},{"id":"https://openalex.org/keywords/interim","display_name":"Interim","score":0.4181886613368988},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.34250280261039734},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.28178220987319946},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.19048836827278137},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.186446875333786},{"id":"https://openalex.org/keywords/visualization","display_name":"Visualization","score":0.1784176230430603},{"id":"https://openalex.org/keywords/systems-engineering","display_name":"Systems engineering","score":0.08696606755256653},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.08626767992973328}],"concepts":[{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.8835030794143677},{"id":"https://openalex.org/C2777200299","wikidata":"https://www.wikidata.org/wiki/Q52943","display_name":"Conversation","level":2,"score":0.8766211271286011},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7025504112243652},{"id":"https://openalex.org/C79158427","wikidata":"https://www.wikidata.org/wiki/Q485396","display_name":"Analytics","level":2,"score":0.6104791164398193},{"id":"https://openalex.org/C59732488","wikidata":"https://www.wikidata.org/wiki/Q2528440","display_name":"Visual analytics","level":3,"score":0.5757920742034912},{"id":"https://openalex.org/C2780451532","wikidata":"https://www.wikidata.org/wiki/Q759676","display_name":"Task (project management)","level":2,"score":0.4995002746582031},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.474789559841156},{"id":"https://openalex.org/C2776957806","wikidata":"https://www.wikidata.org/wiki/Q4895105","display_name":"Interim","level":2,"score":0.4181886613368988},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.34250280261039734},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.28178220987319946},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.19048836827278137},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.186446875333786},{"id":"https://openalex.org/C36464697","wikidata":"https://www.wikidata.org/wiki/Q451553","display_name":"Visualization","level":2,"score":0.1784176230430603},{"id":"https://openalex.org/C201995342","wikidata":"https://www.wikidata.org/wiki/Q682496","display_name":"Systems engineering","level":1,"score":0.08696606755256653},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.08626767992973328},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0},{"id":"https://openalex.org/C46312422","wikidata":"https://www.wikidata.org/wiki/Q11024","display_name":"Communication","level":1,"score":0.0},{"id":"https://openalex.org/C95457728","wikidata":"https://www.wikidata.org/wiki/Q309","display_name":"History","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/vis49827.2021.9623295","is_oa":false,"landing_page_url":"https://doi.org/10.1109/vis49827.2021.9623295","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2021 IEEE Visualization Conference (VIS)","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Good health and well-being","id":"https://metadata.un.org/sdg/3","score":0.550000011920929}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":14,"referenced_works":["https://openalex.org/W1690397624","https://openalex.org/W2141115795","https://openalex.org/W2159904898","https://openalex.org/W2251606987","https://openalex.org/W2776084048","https://openalex.org/W2884289965","https://openalex.org/W2940884072","https://openalex.org/W2943494989","https://openalex.org/W2962963304","https://openalex.org/W3000303345","https://openalex.org/W3121500462","https://openalex.org/W6637300392","https://openalex.org/W6762203734","https://openalex.org/W6772252527"],"related_works":["https://openalex.org/W4383501580","https://openalex.org/W4214931137","https://openalex.org/W4313813117","https://openalex.org/W4382052417","https://openalex.org/W3192088754","https://openalex.org/W4387007686","https://openalex.org/W4210310791","https://openalex.org/W2062940763","https://openalex.org/W2937343495","https://openalex.org/W4360833258"],"abstract_inverted_index":{"The":[0],"ongoing":[1],"coronavirus":[2],"pandemic":[3],"has":[4],"accelerated":[5],"the":[6],"adoption":[7],"of":[8,35,77],"AI-powered":[9],"task-oriented":[10],"chatbots":[11],"by":[12],"businesses":[13],"and":[14,25,31,66,73,91],"healthcare":[15],"organizations.":[16],"Despite":[17],"advancements":[18],"in":[19,79,102],"chatbot":[20,58],"platforms,":[21],"implementing":[22],"a":[23,33,40,62],"successful":[24],"effective":[26],"bot":[27],"is":[28,39],"still":[29],"challenging":[30],"requires":[32],"lot":[34],"manual":[36],"work.":[37],"There":[38],"strong":[41],"need":[42],"for":[43,68],"tools":[44],"to":[45,57,71],"help":[46],"conversation":[47,69,80],"analysts":[48,70],"quickly":[49],"identify":[50,72],"problem":[51],"areas":[52],"and,":[53],"consequently,":[54],"introduce":[55],"changes":[56],"design.":[59],"We":[60,82],"present":[61],"visual":[63],"analytics":[64],"approach":[65],"tool":[67,101],"assess":[74],"common":[75],"patterns":[76],"failure":[78],"flows.":[81],"focus":[83],"on":[84],"two":[85],"key":[86],"capabilities:":[87],"path":[88],"flow":[89],"analysis":[90],"root":[92],"cause":[93],"analysis.":[94],"Interim":[95],"evaluation":[96],"results":[97],"from":[98],"applying":[99],"our":[100],"real-world":[103],"customer":[104],"production":[105],"projects":[106],"are":[107],"presented.":[108]},"counts_by_year":[{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1}],"updated_date":"2026-01-26T23:06:41.788003","created_date":"2025-10-10T00:00:00"}
