Chatbots are becoming increasingly popular due to their benefits in saving costs, time, and effort. This is due to the fact that they allow users to communicate and control different services easily through natural language. Chatbot development requires special expertise (e.g., machine learning and conversation design) that differ from the development of traditional software systems. At the same time, the challenges that chatbot developers face remain mostly unknown since most of the existing studies focus on proposing chatbots to perform particular tasks rather than their development.
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Abdellatif et al. (2020) studied this question.
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