Promoting Reusability and Extensibility in the Engineering of Domain-Specific Conversational Systems

Conversational systems are computer programs that interact with users using natural language. Considering the complexity and interaction of the different components involved in building intelligent conversational systems that can perform diverse tasks, a promising approach to facilitate their development is by using multiagent systems (MAS). This paper reviews the main concepts and history of conversational systems, and introduces an architecture based on MAS. This architecture was designed to support the development of conversational systems in the domain chosen by the developer while also providing a reusable built-in dialogue control. We present a practical application in the healthcare domain. We observed that it can help developers to create conversational systems in different domains while providing a reusable and centralized dialogue control. We also present derived lessons learned that can be helpful to steer future research on engineering domain-specific conversational systems.