Comprehensive Framework for Evaluating Conversational AI Chatbots

Conversational AI chatbots are transforming industries by streamlining customer service, automating transactions, and enhancing user engagement. However, evaluating these systems remains a challenge, particularly in financial services, where compliance, user trust, and operational efficiency are critical. This paper introduces a novel evaluation framework that systematically assesses chatbots across four dimensions: cognitive and conversational intelligence, user experience, operational efficiency, and ethical and regulatory compliance. By integrating advanced AI methodologies with financial regulations, the framework bridges theoretical foundations and real-world deployment challenges. Additionally, we outline future research directions, emphasizing improvements in conversational coherence, real-time adaptability, and fairness.

@article{gupta2025_2502.06105,
  title={ Comprehensive Framework for Evaluating Conversational AI Chatbots },
  author={ Shailja Gupta and Rajesh Ranjan and Surya Narayan Singh },
  journal={arXiv preprint arXiv:2502.06105},
  year={ 2025 }
}