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Design+ Design chatbot using activity theory

chatbot enables the covering of key elements of context Engati provides a panel of features to its users, such as
that can influence user activity, and the explanation of how the following:
elements influence the user’s ability in the actual situation. (i) Contextual conversations: The ability of the chatbots
to understand the conversation flow and provide
2.1. Materials meaningful conversations.
According to literature, no-code chatbot development (ii) Multi-platform support: The developed chatbot
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systems have been playing an important role in changing can be integrated across multiple platforms such as
the quotidian landscape of business and technology by Slack, Line, and Telegram both on Android and IOS
translating requirements at a quicker pace, realizing more SDKS.
creative ideas, and contributing to demands from both (iii) Human takeover and live chat: The chatbots can attend
small businesses and large corporations across multiple to conversations and can be overtaken by a real agent
fields such as customer service, social media marketing, at all times, hence providing seamless chat resolution
health, entertainment, educational, instructional amongst and response flows.
others. Another research further elaborates on the (iv) Conversational modeler: The platform provides users
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advantages of no-code chatbot development platforms with multiple nodes for drag and drop implementation,
such as the reduced development and implementation testing and maintenance purposes.
time in the creation of chatbots, the reduced costs in terms (v) Multi-lingual support: Engati chatbots support more
of the technologies involved and the technical skillsets than 50 international languages.
gathering as well as the exquisite attribute provided (vi) FAQ Builder: This feature enables the training of the
by customizable pre-built templates which allow non- chatbots more easily through CSV and the upload of
coders to expand their creativity and create more quality documents in the.doc and.html file formats, hence
chatbots. making it easier for users to train their chatbots in
responding to queries.
The Engati platform (Figure 1) is a no-code chatbot
development platform that enables users to make use of their 2.1.1. Case study
easily navigational and customizable templates to create In Malaysia, the education of road signs is usually taught
chatbots in an efficient and effective manner with the goals in the driving lessons before an individual driver’s license
of “acquiring, retaining, and engaging” their customers. is approved and issued. Apart from the driving lessons,
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In another research paper, Engati is considered one of the drivers in Malaysia are not obligated to revise their
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the robust chatbot development platforms, which enables knowledge of traffic road signs unless their driving license
users to develop a chatbot that can be embedded across is suspended and disqualified. Some road signs are less
other channels and platforms such as Facebook, Twitter, common and will only appear in certain areas. Thus, this
WhatsApp, Instagram, Messenger, amongst others, within may confuse certain road users due to a lack of education
10 min. on the road signs. With the increasing complexity of road

Figure 1. Engati chatbot development platform
Source: Engati.com.

Volume 2 Issue 3 (2025) 6 doi: 10.36922/DP025060009