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Usability of information-retrieval chatbots and the effects of avatars on trust

Böcker, Nina (2019) Usability of information-retrieval chatbots and the effects of avatars on trust.

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Abstract:This study aimed to examine the effects of avatars on the trustworthiness of chatbots and to develop a questionnaire that measures different factors which are important in determining the usability of chatbots. Currently, there are only a few studies that examine the interaction process between end-users and chatbots. Existing measurement tools were not specifically developed for assessing the usability of chatbots and are often only able to determine a general satisfaction score. Furthermore, it was found that trust plays an important role in assessing the usability of conversational agents. Research regarding avatars and an associated uncanny valley effect that might influence the trustworthiness of chatbots revealed rather mixed results. This study conducts focus groups to determine the most relevant aspects of the usability of chatbots and continues with a usability test in which a preliminary usability satisfaction questionnaire is tested and the effects of avatars on trust are determined. It was found that the type of chatbot had a small but significant effect on the perceived trustworthiness and overall usability. Also, with the principal component analysis, different factors could be extracted which influence the general usability of chatbots. These findings suggest that different intercorrelated factors are important in determining usability.
Item Type:Essay (Bachelor)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:05 communication studies, 70 social sciences in general, 77 psychology
Programme:Psychology BSc (56604)
Link to this item:http://purl.utwente.nl/essays/78097
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