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Abstract Chatbots are artificial agents designed to engage in text‐based conversations (chats) with end users. They can be seen as a restricted kind of dialog system that deals with written rather than spoken language. They have been an object of research in academia and industry since the early days of artificial intelligence and computational linguistics. This paper intends to survey a specific subtype of chatbots, troubleshooting chatbots, which are chatbots that aim at automating troubleshooting contact centers and services. Troubleshooting chatbots have inspired considerable interest in industry due to their cost savings potential.
Camilo Thorne (Sun,) studied this question.