Cognitive services to improve user experience in searching for academic information based on chatbot

In this paper, we propose a cognitive system to improve the user experience in searching for academic information with a chatbot. The difference between traditional search systems and the proposed cognitive system is to improve the user experience (UX) through optimization factors such as response time, ease of use, friendly interface, and user interaction through cognitive services cloud computing. This can go beyond the interaction between a chatbot and human since the user experience is very important and can define the success or failure of a system. Validation of the proposed cognitive system was made with potential users of a Peruvian educational institution through a chatbot prototype. Validation consisted of obtaining results and user opinions of the current search system of the institution and compared them with results and user opinions of the implementation of the prototype chatbot. The results showed an 89.5% reduction in the average response expected and acceptance level of 63.2% within the target population.