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Measuring user experience in chatbots: An approach to interpersonal communication competence

Measuring user experience in chatbots: An approach to interpersonal communication competence

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Sammendrag
The increasing usage of chatbots is fundamentally changing the way people interact with new technology. Instead of clicking buttons to functionally navigate on a web page, people can access content and services by the use of natural language in interaction with an artificial agent (e.g., chatbot). This change toward human–chatbot interaction is typically manifested through a social and natural conversational style. This shift of how to interact with data and services has major repercussions for how to explore and measure conversational user experience with chatbots. Hence, in this paper we suggest the importance of measuring the social aspects in human–chatbot interaction through a focus on interpersonal communicational competence (ICC). We build our suggested framework on previous knowledge about communicational competence in successful human–human interaction. Based on this we have developed factors that might be of importance for chatbots’ ICC and how these can be measured.
Oppdragsgiver
  • Norges forskningsråd / 262848
Språk
Engelsk
Institusjon(er)
  • SINTEF Digital / Software and Service Innovation
År
2019
Publisert i
Lecture Notes in Computer Science
ISSN
0302-9743
Forlag
Springer
Bok
Internet Science. INSCI 2018 International Workshops, St. Petersburg, Russia, October 24–26, 2018, Revised Selected Papers.
Hefte nr.
11551
ISBN
978-3-030-17704-1
Side(r)
113 - 120