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arXiv · 2502.06105

Comprehensive Framework for Evaluating Conversational AI Chatbots

Shailja Gupta·Rajesh Ranjan·Surya Narayan Singh
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Abstract

Conversational AI chatbots are transforming industries by streamlining customer service, automating transactions, and enhancing user engagement. However, evaluating these systems remains a challenge, particularly in financial services, where compliance, user trust, and operational efficiency are critical. This paper introduces a novel evaluation framework that systematically assesses chatbots across four dimensions: cognitive and conversational intelligence, user experience, operational efficiency, and ethical and regulatory compliance. By integrating advanced AI methodologies with financial regulations, the framework bridges theoretical foundations and real-world deployment challenges. Additionally, we outline future research directions, emphasizing improvements in conversational coherence, real-time adaptability, and fairness.

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Shailja Gupta, Rajesh Ranjan, Surya Narayan Singh. 2025-02-10. Comprehensive Framework for Evaluating Conversational AI Chatbots. https://arxiv.org/abs/2502.06105

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