Methodological Knowledge Sharing Framework for a Natural Language Processing Chatbot: Review of dimensions

Abstract

Knowledge sharing is a concept that has been researched for many years. The success of knowledge sharing has been through good organization and consideration of different dimensions affecting the knowledge sharing process. While the majority of the knowledge-sharing dimensions are known, little has been written on the knowledge-sharing dimensions necessary for developing a knowledge-sharing framework that uses Natural Language Processing chatbot technology as the knowledge-sharing technique.  The purpose of this article is to present dimensions and the proposed knowledge-sharing framework that use Natural Language Processing chatbot as the knowledge sharing technique. The systematic literature review was done by reviewing 28 peer-reviewed papers from 2014 to 2024 based on the inclusion and exclusion criteria set for the study. The findings revealed twelve (12) knowledge-sharing dimensions where nine (9) among them were selected to be used in the proposed framework.  The selected dimensions are (1) knowledge domain, (2) knowledge actor, (3) source of knowledge, (4) knowledge collection, (5) knowledge processing, (6) chatbot creation, (7) knowledge use, (8) behavioural factors, and (9) knowledge owner. The study contributes to the body of knowledge by providing important dimensions for a chatbot development framework. In addition, the study contributes to practitioners by providing a proposed chatbot development framework that can be used during the Chabot development process. Furthermore, the results of this study will be beneficial to knowledge-sharing, and Natural Language Processing researchers.

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