Do people want to message Chatbots?: developing and comparing the usability of a conversational vs. menu-based Chatbot in context of new hire onboarding

Hu, Yuchen Charles (2019). Do people want to message Chatbots?: developing and comparing the usability of a conversational vs. menu-based Chatbot in context of new hire onboarding. Thesis (Master thesis), E.T.S. de Ingenieros Informáticos (UPM).

Description

Title: Do people want to message Chatbots?: developing and comparing the usability of a conversational vs. menu-based Chatbot in context of new hire onboarding
Author/s:
  • Hu, Yuchen Charles
Contributor/s:
  • Fuertes Castro, José Luis
Item Type: Thesis (Master thesis)
Masters title: Human Computer Interaction and Design
Date: June 2019
Subjects:
Faculty: E.T.S. de Ingenieros Informáticos (UPM)
Department: Lenguajes y Sistemas Informáticos e Ingeniería del Software
Creative Commons Licenses: Recognition - No derivative works - Non commercial

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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.

More information

Item ID: 55933
DC Identifier: http://oa.upm.es/55933/
OAI Identifier: oai:oa.upm.es:55933
Deposited by: Biblioteca Facultad de Informatica
Deposited on: 06 Aug 2019 10:53
Last Modified: 06 Aug 2019 10:54
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