Do people want to message chatbots? Developing and comparing the usability of a conversational vs. menu-based chatbot in context of new hire onboarding.

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Journal Title
Journal ISSN
Volume Title
Perustieteiden korkeakoulu | Master's thesis
Date
2019-10-21
Department
Major/Subject
ICT Innovation: Human-Computer Interaction & Design
Mcode
SCI3020
Degree programme
Master's Programme in ICT Innovation
Language
en
Pages
58+18
Series
Abstract
How should people interact with chatbots? This question has become relevant as chatbots grow in recognition within the field of human-computer interaction. Should chatbots strive to have intelligent and realistic conversations with their users? Or, does a simplified, menu-based approach provide the better experience? To answer these questions, a human-centred design process was used to design, develop, and evaluate the usability of two chatbots in context of new hire onboarding. A conversational chatbot with natural language processing was built using Google Dialogflow, while a technology-limited, menu-based chatbot was built with Landbot. 17 participants were split into three groups to perform a qualitative user test, where group 1 tested both bots, group 2 tested only the conversational bot, and group 3 tested only the menu-based bot. Afterwards, all participants were given a quantitative, Likert-scale survey to measure the usability, intelligence, and satisfaction of the chatbots. The results indicate that users preferred a menu-based over a conversational chatbot experience due to its greater ease of use, less likelihood for errors, convenience of graphical user interface elements, and suitability for scenarios where information needs to be provided rather than requested. Conversational chatbot experiences were found to be more convenient when users had direct questions, although they are more complex to implement when compared to menu-based chatbots.
Description
Supervisor
Nieminen, Marko
Thesis advisor
Nieminen, Marko
Keywords
chatbot, conversational agent, artificial intelligence, natural language processing, graphical user interface, onboarding
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