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A Reference Architecture for On-Premises Chatbots in Banks and Public Institutions

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dc.contributor.authorKoch, Christian
dc.contributor.authorLinnik, Benjamin
dc.contributor.authorPelzel, Frank
dc.contributor.authorSultanow,Eldar
dc.contributor.authorWelter, Sebastian
dc.contributor.authorCox, Sean
dc.date.accessioned2021-12-14T10:56:55Z
dc.date.available2021-12-14T10:56:55Z
dc.date.issued2021
dc.description.abstractChatbots have the potential to significantly increase the efficiency of banks and public institutions. Both sectors, however, are subject to special regulations and restrictions in areas such as information security and data protection. The policies of these organizations therefore, in some cases, reject the use of cloud and proprietary products because in their view they lack transparency. As a result, the implementation of chatbots in banks and public institutions often focuses on open-source and on-premises solutions; however, there are hardly any scientific guidelines on how to implement these systems. Our paper aims to close this research gap. The article proposes a reference architecture for chatbots in banks and public institutions that are a.) based on open-source software and b.) are hosted on-premises. The framework is validated by case studies at TeamBank AG and the German Federal Employment Agency. Even if our architecture is designed for these specific industries, it may also add value in other sectors – as chatbots are expected to become increasingly important for the practical application of artificial intelligence in enterprises.en
dc.identifier.doi10.18420/informatik2021-106
dc.identifier.isbn978-3-88579-708-1
dc.identifier.pissn1617-5468
dc.identifier.urihttps://dl.gi.de/handle/20.500.12116/37610
dc.language.isoen
dc.publisherGesellschaft für Informatik, Bonn
dc.relation.ispartofINFORMATIK 2021
dc.relation.ispartofseriesLecture Notes in Informatics (LNI) - Proceedings, Volume P-314
dc.subjectChatbots
dc.subjectMachine Learning Architecture
dc.subjectEnterprise Architecture
dc.subjectReference Architecture
dc.subjectCapability Map
dc.subjectBanking
dc.subjectPublic Sector
dc.titleA Reference Architecture for On-Premises Chatbots in Banks and Public Institutionsen
dc.title.subtitleGuidance on Technologies, Information Security and Data Protectionen
gi.citation.endPage1281
gi.citation.startPage1265
gi.conference.date27. September - 1. Oktober 2021
gi.conference.locationBerlin
gi.conference.sessiontitleWorkshop: (Agiles) Enterprise Architecture Management in Forschung und Praxis (EAM)

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P314 - INFORMATIK 2021 - Computer Science & Sustainability