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Comprehensive Framework for Evaluating Conversational AI Chatbots by Gupta, Shailja; Ranjan, Rajesh; Singh, Surya Narayan is a scholarly article available to read on EtoBox.

What is Comprehensive Framework for Evaluating Conversational AI Chatbots about?

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.

Author

Gupta, Shailja; Ranjan, Rajesh; Singh, Surya Narayan

Published

2025

Language

EN