Proceedings of International Conference on Applied Innovation in IT
2026/03/31, Volume 14, Issue 1, pp.201-207

Evaluation of Innovative Chatbot Applications Using Fuzzy Decision Support Techniques


Qahtan M.Yas, Ibtesam Jomaa Hawi and Noor Abdulmuttaleb Jaafar


Abstract: Chatbot agents represent an innovative field in delivering superior customer service through real-time live chat. These advanced chatbots have contributed exceptional services across various sectors. The infrastructure of these applications is designed to manage large volumes of information from various disciplines, enabling immediate responses during real-time conversations. Building on this capability, this study proposes a new framework that integrates fuzzy logic with decision-making techniques to identify the most important criteria for evaluating chatbots. Specifically, the approach combines triangular fuzzy numbers with the Analytic Hierarchical Process (AHP) method, considering several specific criteria. Six core criteria were considered in developing the chatbots. To establish their priority, the method uses a pairwise comparison of criteria. Following this analysis, statistical calculations such as the mean and standard deviation were performed based on the criteria weights measured in DM. As a result, the most important criterion identified was Natural Language Understanding (NLU), with a mean value of 0.294 and a ±SD of 0.148. In comparison, the conversation design (CD) criterion had the lowest value, with an average of 0.094 and a ±SD of 0.039. The other criteria showed varying values calculated accordingly. The study's contributions are demonstrated through the proposed framework, which offers an innovative model to assist researchers and developers in software engineering.

Keywords: Chatbot, Fuzzy AHP, Decision Support, Evaluation Framework, Multi-Criteria Analysis.

DOI: Under indexing

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