Abstract
We human beings accumulate experience through daily practice with memory, and, we grow our knowledge through concrete experiences with an experiential learning cycle. Experience-based knowledge management (EBKM), by virtual of information technologies especially artificial intelligence (AI), could be realized nowadays to support individual daily life in experiential learning to enhance their happiness and wellbeing. The goal of the research is to explore the benefit of EBKM system with conversational AI chatbot interface to facilitate experiential learning. In the research, we designed the framework of the conversational AI chatbot with RASA’s NLU, Neo4j, and LINE. Then, we adopted scenario-based survey to evaluate the perceived value from the interaction between a designated user and the prototyping chatbot. In the survey, we designed four interaction scenarios containing different dialogue episodes aiming to order drinks from hand-shaken tea shops. We recruited 214 participants and assigned them to experience these four scenarios according to their status of difficulties in choosing hand-shaken brands or drinks. From the results, we found that the conversational AI chatbot can really help people to reduce their decision-making time on choosing drinks with better purchase experience. Moreover, we can conclude that the conversational AI chatbot can realize the vendor relationship management (VRM) that customers could make good choices from a wide range of vendors. We anticipate that, in the future, EBKM can be realized with the conversational AI chatbot for VRM.