=Paper=
{{Paper
|id=Vol-2914/Paper23.pdf
|storemode=property
|title=Application of Chatbot Technology in the Study of the Discipline «Quality Management»
|pdfUrl=https://ceur-ws.org/Vol-2914/paper23.pdf
|volume=Vol-2914
|authors=Aleksandr V. Tsukanov,Nataliya A. Rusina
}}
==Application of Chatbot Technology in the Study of the Discipline «Quality Management»==
https://ceur-ws.org/Vol-2914/paper23.pdf
273
Application of Chatbot Technology in the Study of the
Discipline «Quality Management»*
Aleksandr V. Tsukanov 1[0000-003-4663-7716] and Nataliya A. Rusina 2[0000-0003-2677-3223]
1 Sevastopol State University, Sevastopol, Russia
tsukanov@sevsu.ru
2 Sevastopol State University, Sevastopol, Russia
rusinanataly1@yandex.ru
Abstract. An automation system based on two technologies is considered: auto-
mation of business processes using software robots (RPA) and the technology of
automating a dialogue with a user Chat-Bot. The possibility of using these tech-
nologies in teaching students is analyzed. An example of training in the discipline
"Quality Management" is given. The situation is considered when it is not enough
just a chatbot created based on a well-thought-out algorithm and prepared an-
swers to possible questions in advance. For high-quality learning and communi-
cation, you need a chatbot with artificial intelligence, a chatbot with an analytical
component, and an intelligent assistant based on RPA (Robotic Process Automa-
tion) systems. The article presents the advantages of using robots in the educa-
tional process: the ability to repeat explanations to complete student tasks, save
information on previous requests, and choose the best program for training. Ro-
bots are emotionless and will never scold a student. The example shows the in-
teraction of a system of robots with the resources of the university for the imple-
mentation of the training system. The possibilities of using big data in such a
system are analyzed for such tasks as collecting information about students and
disciplines, statistics on student logins in the system, time spent in the system,
about files used, lectures passed, assignments completed, coursework, and labor-
atory work completed and faulty tests. To implement the project of such a train-
ing system, the following six stages are required: collecting requirements for the
chatbot, robot training, and testing, collective programming, a publication of a
pilot chat-bot, verification of the developed system, completion, and develop-
ment of the project.
Keywords: Chatbot, Software Robots, Artificial Intelligence, Learning Auto-
mation.
* Copyright 2021 for this paper by its authors. Use permitted under Creative Commons License
Attribution 4.0 International (CC BY 4.0).
274
Introduction
Chatbot technology involves the use of special computer applications for automated
and personalized dialogue between the computer system and the user. The use of Chat-
bots is becoming increasingly widespread in all areas of human activity. From ordering
goods online and choosing dishes in a restaurant to consulting cosmonauts or pilots in
difficult situations. Virtual robots are also increasingly used in higher education. Cur-
rently, students spend most of their time in various messengers and social networks,
communicating through messages. It is natural to use these technologies to improve the
effectiveness of the educational process. With the transfer of the educational process to
a distance format in many universities, this trend has increased, which has affected the
desire of students to receive advice and explanations for tasks in disciplines during
hours that are not tied to the class schedule [1,4,7]. Getting advice in groups and com-
munities using chatbots, they are already ready for this technology in the learning pro-
cess. On the other hand, the teacher can't answer all the questions of each student di-
rectly at the moment when the student has this question. Teaching practice shows that
when studying traditional subjects, most student questions are repeated and have a
standard character. This allows you to pre-think and structure scenarios for answering
questions that can be uploaded to computer systems with chatbots.
At the same time, it should be borne in mind that the market for computer applica-
tions with chatbots tends to grow significantly in the next few years. At the same time,
in 2019, its volume in Russia amounted to 1.5 billion rubles [4]. This is primarily due
to the widespread development of automation of business processes of enterprises [11].
1 Chatbots, Robotic process automation, Big data
Considering a chatbot as a complex program that implements a dialog with the user, it
is necessary to understand that it primarily processes lexical data to form the correct
logical response. Such systems belong to the class of intelligent learning systems that
mimic the behavior of the teacher. To do this, first, you need to teach the robot to cor-
rectly answer the questions posed by the student. This is not enough for the "Quality
Management" discipline. The problem is that when studying this discipline, you need
to perform mathematical calculations. Based on this, a distance learning system with
chatbots for the discipline under consideration should have at least the following four
types of software robots:
1. Chatbots were created based on a well-thought-out fixed algorithm and pre-de-
signed answers to possible standard questions. Such simple chatbots have limited use,
but they can be used to solve some simple tasks.
2. Chatbots with artificial intelligence. These robots use a logical processor, the
knowledge base of the discipline, and methods of machine learning. In practice, these
are expert systems with a developed dialog subsystem.
3. Chatbots with an analytical component, that is, robots based on a dialogue with a
person carried out using a linguistic processor, have additional opportunities to perform
some mathematical calculations and simulations.
275
4. Intelligent assistant systems based on the RPA (Robotic Process Automation)
[13]. In such systems, automation of the entire process of studying a discipline in a
complex is considered. The technology of modeling and managing business processes,
which has found wide application in business, is used.
In Fig 1 the advantages of using robot systems in training in comparison with tradi-
tional technologies are systematized.
Fig. 1. Advantages of using software robots for training.
Using chatbots is not a substitute for live communication with the teacher, but it can be
a good auxiliary tool to support the learning process due to some of its advantages:
- robots never lose patience and can endlessly try to explain to the student how to
solve a problem;
- robots save the history of communication with the student in the database, which
allows the teacher to constantly improve the learning process and strengthen individual
components of the educational process, if necessary;
- robots can make the learning process more efficient by offering student-specific
training programs. Adaptive learning systems bring mass higher education closer to
personal learning;
- robot systems can change the way the material is studied depending on the student's
motivation and abilities. At the same time the learning process becomes more extensive
with many decision-making nodes and cycles;
- robots are not subject to emotions and will never scold a student.
The use of intelligent robots saves time not only for students but also for teachers,
allowing them to more effectively use their time for developing educational materials
and in-depth personal work with students. Individual tasks and tests take a significant
amount of time for the teacher to check, and the options are often repeated in them.
This is especially important for mass open online courses, where the bill goes to hun-
dreds and thousands of students, which makes individual feedback almost inaccessible.
276
To be used in the educational process, the proposed technology should be used in
conjunction with other information systems used at the University. So in Fig. 2 shows
the structure of an automated system with intelligent robots, which is proposed to be
used for teaching the discipline "Quality Management".
Fig. 2. Diagram of an automated training system with intelligent robots.
The proposed system performs the following functions:
- interacts with the student by answering questions and sending messages on the
subject;
- retrieves up-to-date data from the task completion database with daily or weekly
results for sending notifications about task completion dates and deadlines;
- extracts data from a database and knowledge base for answers to questions on the
topics of discipline;
- records sent tasks to the cloud storage.
- if the task is standardized, it evaluates the task completion;
- uses the analytical capabilities of the DBMS to perform analytical calculations us-
ing machine learning methods;
- manages the learning process based on a WorkFusion-type business process auto-
mation system [12] or another [8];
- interacts with the University's information and management systems.
The system is also supposed to use Big Data technology, which, in particular, is
supported by the database management system. Figure 3 shows the main parameters
that the Big Data system must meet [10].
277
Fig. 3. Big data system parameters.
This figure shows the following parameters:
- V1 (Volume) – the ability to store a large amount of information;
- V2 (Velocity) – data processing speed sufficient for the user's requirements;
- V3 (Variety) – the ability to store and interact with unstructured data;
- V4 (Variability) – availability of tools for analyzing multidimensional and multi-
factor data (usually using machine learning methods);
- V5 (Value) – storage and selection of up-to-date and economically valuable data;
- V6 (Veracity) – data must be adequate to the tasks being solved, and not contain
erroneous or false information;
- V7 (Validity) – data storage must comply with laws and national requirements;
- V8 (Volatility) – data should reflect the variability, dynamics, and volatility of the
subject area.
The database should contain large amounts of information accumulated within the
University: for example, data about students, the educational process, plans and pro-
grams, and literature. This data should be collected, structured, analyzed, and studied
as much as possible. This helps you analyze the course of the educational process, stu-
dents ' behavior, and understand what processes can be automated.
Academic departments and departments can collect information about students and
disciplines and use it to set up databases and knowledge. Even statistics on conventional
inputs of students into the system of interest. But there is still a lot of data about the
time spent in the system, about the files used, lectures passed, tasks completed, course
and laboratory work, passed and erroneous tests.
2 The Project of Automating the Educational Process
To complete the project of automating the educational process using a robot system,
you need to perform several stages of work.
Stage I - collecting requirements for the chatbot.
278
The goal of this stage is to understand and analyze potential chatbot scenarios that
could be used in the study of the discipline. This phase involves a teacher and a spe-
cialist in robot programming. The teacher must provide scenarios for conversations.
However, he needs to answer the following questions:
- What problem should solve the chatbot?
- What steps should be automated in the context of the conversation?
- Which external systems should be integrated with?
- What analytical calculations should be performed using a machine learning sys-
tem?
- What are the endpoints of the algorithm that the chatbot will use?
When developing a scenario, you need to define expressions, specific sentences, and
phrases or keywords that should be used in the conversation. All necessary checks or
restrictions must be taken into account. The teacher must provide a list of questions and
answers that are intended for the chatbot. The list should strive to be complete. Minor
changes in the following stages are acceptable.
Figure 4 shows a fragment of the interaction scenario with a student for the “Quality
Management” discipline.
Fig. 4. Fragment of the chat-bot script for the "Quality Management" discipline.
This fragment describes only the dialog part of the robot system operation, without
affecting the analytical part that requires calculations. Here it would be possible to use
the automation system to generate questions. A good overview of these methods is
given in [2].
Stage II – robot training and testing.
279
At this stage, specific software products are selected to support the training system
with robots. For example, the NativeChat system for organizing a dialog, the Vertuca
system for supporting databases, and others. The work at this stage involves a teacher
of the discipline and a technical expert on software robots. The following questions are
studied: an overview of possible systems and their components, creation of accounts,
system management technologies, creation, and management of robots, organization of
cognitive flows, robot learning process.
At this stage, a tutorial or video training on working with the robot is created for
teachers. The main focus should be on the features and concepts that are relevant to the
chatbot scenario for a specific subject, such as the "Quality Management" discipline.
Here you can also use machine learning methods to process the received data to test
and verify the system [9].
Stage III - collective programming [13].
At this stage, a team of technical experts and teachers work together to implement
the selected flow of dialogues using the method of collective or pair programming.
Developers remain in constant contact through the online exchange of software screens
or other forms of communication (Slack, Microsoft Teams). As a result of this stage, at
least one conversation thread on the subject must be completed. At this stage, there is
no need to implement all conversation flows for the subject. If time permits, the tech-
nical expert and the teacher can work on additional questions and answers on the sub-
ject.
The main task of collective programming at this stage is to create a high-quality
program scenario that should contain a minimum of errors. At the same time, program-
mers work in the same team as teachers. The team of programmers and teachers copes
with the task more effectively when they work together. The result is a software bot
that meets the requirements of the discipline and effectively answers the student's ques-
tions.
It should be noted that this stage also provides effective training for programmers
and teachers themselves. They ask each other "uncomfortable" questions, try to take
into account more nuances in the algorithm, and look for alternative solutions.
Phase IV - publication of a pilot chat-bot.
The developed and accepted chatbot should be published on one of the chat publish-
ing channels available at the University. To do this, you can use software applications
for smartphones and computers such as various types of messengers, such as Viber,
Telegram, WhatsApp, or various social networks. Of particular interest is the use of
systems for mobile learning, for example, for training in the workplace, in the field, at
the enterprise.
Stage V – verification of the developed system.
At this stage, there is a check developed by the conversation in the study of discipline
students. Students are actively involved in testing the system. This usually further en-
courages students to study the discipline, as they can show their creative abilities and
see the results of their work. During the test, the system's shortcomings are analyzed
and ways to improve it are determined.
Stage VI – completion and development of the project.
280
At this stage, the project is demonstrated to the University management and the sys-
tem's knowledge base continues to be filled. The issue of all real channels for imple-
menting chatbots is being resolved [3,5].
3 The Education Chatbots System
A chatbot for automating training in the discipline "Quality Management" should not
only increase students' interest in learning, since they will be able to ask questions at
any time convenient for them and receive notifications about the grades received and
the time of completion of work but also actively perform laboratory work.
Considering a chatbot as a complex program that implements a dialog with the user,
it is necessary to understand that it primarily processes lexical data to form the correct
logical response. To do this, you need to teach them how to answer the questions cor-
rectly. This is not enough for the discipline "quality management. The problem is that
when studying this discipline, you need to perform mathematical calculations.
Figure 5 shows an extended diagram of the system for automating the training pro-
cess in the discipline "Quality Management".
Fig. 5. Analytics subsystem for automating training in the "Quality Management" discipline.
It also uses spreadsheets and statistical modeling systems with machine learning. Ma-
chine learning here refers to a type of artificial intelligence technology that allows com-
puters to learn themselves and use methods for optimal forecasting of future events.
The main idea is that the computer constantly selects the best model for the forecast
using additional information.
In the developed system, the linguistic processor [6] plays an important role, the
algorithm of which is shown in Fig. 6.
The figure shows the main actions of the dialogue process with the student. It is
necessary to perform the tasks of morphological analysis and synthesis, syntactic anal-
ysis and synthesis, semantic analysis and synthesis.
281
Morphological analysis algorithms match individual words and user forms to a given
dictionary system. At the same time, grammatical characteristics of words are extracted
from existing dictionaries. Here it is important to pre-configure the vocabulary of algo-
rithms to the vocabulary system of the discipline being studied. In the process of mor-
phological analysis, specific questions of the student are embedded in the system struc-
ture of the discipline being studied.
At the next stage, based on the morphological analysis of words in the process of
syntactic analysis, the language sentence is parsed. During parsing, the source text is
transformed into a formal network structure, which is formalized in various ways. In
particular, neural networks can be used here. Information structures in the form of a
tree are also often used.
At the stage of semantic analysis, semantic relations are extracted from the sentence
and the semantic representation of the text is formed. In General, a semantic represen-
tation is a graph or semantic network that reflects the relationships between semantic
units of a text.
Fig. 6. Generalized scheme of the language processor operations.
282
For the discipline "Quality Management", the analysis of the problem, its mathematical
solution, and interpretation are of conceptual importance. In particular, it is necessary
to perform statistical calculations based on real or simulated data. It is important to
interpret the results obtained for specific areas of business or production.
The use of intelligent robots and bots in the educational process is not without its
drawbacks. It is necessary to note the following:
- students prefer to communicate with the teacher, not with the robot;
- when communicating, the student may make mistakes that the robot may misinter-
pret;
- students are used to working with websites, and they don't like working with a bot;
- students are used to working with certain social networks, such as Facebook, and
the transition to other networks where the learning system works causes some re-
sistance;
- the student may be annoyed by a certain stupidity of the chatbot and the inability
to stop it.
4 Conclusions
Research has shown the possibility of using intelligent bots to develop automated train-
ing systems.
- The use of a prototype of an automated system for the discipline "Quality Manage-
ment" revealed some difficulties for the implementation of the proposed technology.
- For this class of subjects, in addition to dialogue with the teacher, it is necessary to
use technologies for modeling and processing statistical data.
- Machine learning methods can be used not only for processing statistical data but
also for analyzing the learning process itself.
- To create automated training courses, it is necessary to use the technology of mod-
eling and optimizing business processes together with monitoring and selection of busi-
ness processes.
- The effectiveness of projects for creating automated disciplines can be significantly
improved if a team of teachers and engineers works on each discipline, not just one
person.
- One of the main difficulties in creating automated disciplines is the development
of a language processor. To solve this problem, you need to have a team of experienced
developers or involve software manufacturing enterprises.
- Research in this direction can continue through the wider use of machine learning,
mathematical modeling, and artificial intelligence methods.
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