Chatbots are artificial agents designed to engage in text-based conversations (chats) with end users. They can be seen as a restricted kind of dialog system that deals with written rather than spoken language. They have been an object of research in academia and industry since the early days of artificial intelligence and computational linguistics. This paper intends to survey a specific subtype of chatbots, troubleshooting chatbots, which are chatbots that aim at automating troubleshooting contact centers and services. Troubleshooting chatbots have inspired considerable interest in industry due to their cost savings potential.

中文翻译：

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聊天机器人进行故障排除：调查

聊天机器人是旨在与最终用户进行基于文本的对话（聊天）的人工代理。可以将它们看作是处理书面而不是口头语言的一种受限的对话系统。自从人工智能和计算语言学问世以来，它们一直是学术界和工业界研究的对象。本文旨在调查聊天机器人的特定子类型，对聊天机器人进行故障排除，这些聊天机器人旨在自动对联系中心和服务进行故障排除。聊天机器人的故障排除由于具有节省成本的潜力而引起了业界的极大兴趣。