A virtual assistant in an insurance domain endowed with a user-driven dialogue manager

The work presented in this paper is a dialogue model implemented as the kernel of a virtual assistant for interacting with a previously existing online application for risk management in the insurance domain. The assistant is capable to interact with users and to provide the right output through the exploitation of different acquisition and expression modalities. In the agent-based prototype the content exchange between the agents is based on communicative acts to cope with the complexity of unrestricted language used by human users communicating with online assistants. The focus of the paper is the design and deployment of the dialogue management performed by the Interaction Agent of the developed virtual assistant.