The main contribution of this work is the design of an application framework based on both conversational agents and user profiling technologies for the development of e-commerce services. User profiles are exploited by conversational agents to help customers in retrieving potentially interesting products from a catalogue. Three techniques were used for collecting data for a usability test: eye-movement tracking, questionnaire, and recording the user-system dialogue. The main outcomes of the experimental sessions are: (1) the dialogue capabilities of the agent facilitate the interaction between the user and the e-commerce site; and, (2) user profiles improve the retrieval capabilities of the agent. Finally, some limitations of the user profiling techniques adopted in the framework are discussed and a more sophisticated content-based profiling technique is proposed.
Sønderstrup-Andersen, H. H. K., Andersen, V., de Gemmis, M., Semeraro, G., & Lops, P. (2008). User profiling and virtual agents: a case study on e-commerce services. Universal Access in the Information Society, 7(3), 179-194. https://doi.org/10.1007/s10209-008-0116-1