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The Effect of Chatbot Fairness and Appearance on User Experience

Verloop, S. (2024) The Effect of Chatbot Fairness and Appearance on User Experience.

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Abstract:This study examines the impact of chatbot unfairness and appearance on user experience, particularly focusing on the user ability to perceive and react to unfairness in information provided by a chatbot. The study employed a two-phase method: a pilot study to create and validate stimuli, followed by an experimental assessment involving interactions with chatbots of different fairness levels (100% fair, 50% fair/unfair, unfair) and appearance (male vs. female). Participants were tasked with flagging unfairnesses and rating their experience with a chatbot in terms of usability, trust, helpfulness and competence. The findings show that users are significantly capable of flagging unfair responses. Changes in fairness affected the overall user experience. Appearance of the chatbot did not significantly influence the detection of unfair responses or overall user experience. Results suggest that fairness in chatbot responses is central to maintaining user satisfaction. Future research should explore different types of unfairness and their interaction with user characteristics in order to understand the intricacies of biases in AI systems. Practical implications in AI research & development include prioritising fairness and transparency over visual characteristics of chatbots to improve user experience and ethical standards, for example by incorporating fairness into scales like the Chatbot Usability Scale
Item Type:Essay (Bachelor)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:77 psychology
Programme:Psychology BSc (56604)
Link to this item:https://purl.utwente.nl/essays/100021
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