@conference {4657,
	title = {A Chatbot Generator for Improved Digital Governance},
	booktitle = {20th European Mediterranean \& Middle Eastern Conference on Information Systems (EMCIS 2023), December 11 {\textendash} 12, 2023, Dubai, UAE,},
	year = {2023},
	pages = {123-134},
	abstract = {Chatbots, the pioneering conversational artificial intelligence (AI) agents, have experienced remarkable growth and integration in various domains. In modern societies, chatbots have emerged as transformative digital entities, revolutionizing the way humans interact with technology. These conversational AI agents have transcended their initial applications to become integral parts of various industries and daily life. One of the most prominent roles of chatbots is in customer service, where they offer round-the-clock assistance, swift issue resolution, and personalized interactions.By handling routine queries and tasks, chatbots free up human agents to focus on complex and specialized issues, thus optimizing overall efficiency and customer satisfaction. To this end, this paper aims to present and describe the architecture of a novel chatbot generator with improved functionality in terms of quality of communication with end users and level of provided services, with a specialized infrastructure understanding the Greek language. The chatbot generator was developed in the framework of a research project and will
be pilot tested by two end-users, the National Bank of Greece (NBG) and the General Secretariat for Information Systems \& Digital Governance (GSIS-DG).},
	author = {Christos Bouras and Damianos Diasakos and Chrysostomos Katsigiannis and Vasileios Kokkinos and Apostolos Gkamas and Nikos Karacapilidis and Yannis Charalabidis and Zoi Lachana and Charalampos Alexopoulos and Theodoros Papadopoulos and Georgios Karamanolis and Michail Psalidas}
}
@conference {4658,
	title = {Chatbot technology asseeement: 40 cases from Greece},
	booktitle = {20th European Mediterranean \& Middle Eastern Conference on Information Systems (EMCIS 2023), December 11 {\textendash} 12, 2023, Dubai, UAE,},
	year = {2023},
	pages = {167-181},
	abstract = {In recent years, the field of Artificial Intelligence has seen significant progress, particularly in the development of chatbots via Natural Language Processing (NLP) technology. Recently, however, there has been a real race in this sector with major technology companies constantly presenting new improved solutions. However, the Greek reality presents several peculiarities and difficulties in adopting modern solutions, both due to the diosyncrasies and rarity of the language and the limited funding capabilities of the Greek economy. The purpose of this research is to evaluate the performance of chatbots in terms of the quality of their responses regarding relevance, naturalness, cohesion, accuracy, vocabulary, as well as to assess the user experience and satisfaction. Another goal is to gain a comprehensive comparative picture of chatbot operation in Greece, both
per question and in comparison, between relevant questions. A guided interview with closed-type questions was chosen as the method of evaluation. The aim is to obtain structured and quantified data in an area where the average internet user is not fully familiarized and does not have previous relevant evaluation experience. Conclusions were drawn per question in order to evaluate the level of solutions in a focused and comparative way to identify possible trends and to confirm the consistency of the responses.},
	author = {Yannis Charalabidis and Thanos Anagnou and Charalampos Alexopoulos and Theodoros Papadopoulos and Zoi Lachana and Christos Bouras and Nikos Karacapilidis and Vasileios Kokkinos and Apostolos Gkamas}
}
@conference {4655,
	title = {On the Development of a Novel Chatbot Generator Architecture: Design and Assessment Issues},
	booktitle = {8th IEEE International Conference on Mathematics and Computers in Sciences (MCSI 2023), October 14 - 16, 2023, Athens, Greece},
	year = {2023},
	abstract = {Chatbots are witnessing remarkable growth in various fields. In modern society, chatbots have evolved into innovative digital entities that have revolutionized the way people interact with technology. These conversational AI agents have gone beyond their initial uses to become an integral part of various industries. One of the most important roles of chatbots is customer service, providing 24/7 support, quick problem resolution, and personalized interactions. Chatbots free up human agents by handling routine queries and tasks, allowing them to focus on complex and specific issues, optimizing the overall efficiency and customer satisfaction. To this end, this paper aims to present the architecture of a novel chatbot generator with improved functionality in terms of quality of communication with end users and level of provided services. In addition, the paper presents the results of two pilot chatbots assessment by users with experience in artificial intelligence and chatbot technology.},
	author = {Christos Bouras and Damianos Diasakos and Chrysostomos Katsigiannis and Vasileios Kokkinos and Apostolos Gkamas and Nikos Karacapilidis and Yannis Charalabidis and Zoi Lachana and Charalampos Alexopoulos and Theodoros Papadopoulos and Georgios Karamanolis and Michail Psalidas}
}
