Chatbots: a importância do processamento de língua natural para a experiência do usuário

Abstract

The chatbot market has been showing exponential growth in the Brazilian territory in the last five years, going from 8 thousand chatbots created in 2017 to 60 thousand in 2019, 101 thousand in 2020 and 216 thousand in 2021. The growth of the automated service, within the context of the COVID-19 pandemic, forced most branches of work to adapt to a new re- mote reality. Understanding the current scenario and the exponential in- crease in the use of virtual assistants, it's necessary to highlight the rela- tionship between NLP and the area of chatbots and its importance during construction, development and guarantee of a good user experience. Therefore, this work aims to explain the role of NLP within the chatbots and UX design market, as well as to contribute to the area of linguistics and computational linguistics.