Chapter

Human-Computer Interaction. HCI Intelligent Multimodal Interaction Environments

Volume 4552 of the series Lecture Notes in Computer Science pp 76-83

Analysis of User Interaction with Service Oriented Chatbot Systems

  • Marie-Claire JenkinsAffiliated withUniversity of East-Anglia, School of Computer Science, Norwich
  • , Richard ChurchillAffiliated withUniversity of East-Anglia, School of Computer Science, Norwich
  • , Stephen CoxAffiliated withUniversity of East-Anglia, School of Computer Science, Norwich
  • , Dan SmithAffiliated withUniversity of East-Anglia, School of Computer Science, Norwich

* Final gross prices may vary according to local VAT.

Get Access

Abstract

Service oriented chatbot systems are designed to help users access information from a website more easily. The system uses natural language responses to deliver the relevant information, acting like a customer service representative. In order to understand what users expect from such a system and how they interact with it we carried out two experiments which highlighted different aspects of interaction. We observed the communication between humans and the chatbots, and then between humans, applying the same methods in both cases. These findings have enabled us to focus on aspects of the system which directly affect the user, meaning that we can further develop a realistic and helpful chatbot.

Keywords

human-computer interaction chatbot question-answering communication intelligent system natural language dialogue