University of Twente Student Theses
Interacting with AI-driven Chatbots : The Effect of Fairness and Chatbot Appearance on User Experience and Intention of Use
Bader, A. (2024) Interacting with AI-driven Chatbots : The Effect of Fairness and Chatbot Appearance on User Experience and Intention of Use.
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| Abstract: | This research aimed to investigate the effect of (un)fairness and appearance of Conversational Agents (CAs) on user experience (UX) and intention to use (IU) after the interaction with a chatbot, also controlling for previous experience. CAs might spread negative stereotypes due to AI hallucinations. Thus, it is important to investigate how (un)fairness statements of CAs affect people's experience. A pilot was conducted to create and test (un)fair stimuli in the form of question-answer pairs. 30 participants were asked to rate fair/unfair information provided by a CA for a fake Master’s programme at an imaginary university. The stimuli selected from the pilot were used to create six different chatbots (three male, three female) to answer questions about the fake Master in a completely fair, half-unfair, and completely unfair way. 52 people participated in the experiment by interacting with one of the chatbots under a random condition of fairness. No significant effect of chatbot appearance on UX (p=.33) and IU (p=.07) was found, contradicting previous literature findings. However, a significant effect of (un)fairness was found on UX and IU. |
| 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/100048 |
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