Abstract
Chatbots are robots that simulate conversation with human users through instant messaging services. Though the technology is innovative and trendy, what kind of user experience do they provide? To answer this, we conducted an exploratory study with chatbots from different sectors of activity on Facebook Messenger. We invited ten participants to complete six precise search tasks using these chatbots and the corresponding websites from each brand. Based on observation and interviews according to a qualitative approach, our study shows that the user experience scores higher with websites than chatbots, while abandonment rate is higher with chatbots, even though they generate more positive emotions. As a conclusion, until artificial intelligence improves the technology, chatbots have some catching up to do as they are do not score higher than websites to fulfill users’ expectations.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Dabholkar, P.A.: Consumer evaluations of new technology-based self-service options: an investigation of alternative models of service quality. Int. J. Res. Mark. 13(1), 29–51 (1996)
Lund, A.M.: Measuring usability with the USE questionnaire. Usability Interface 8(2), 3–6 (2001)
Vasileios, T., Moridis, C.N., Economides, A.A.: Measuring instant emotions based on facial expressions during computer-based assessment. Pers. Ubiquitous Comput. 17(1), 43–52 (2013)
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2019 Springer Nature Switzerland AG
About this paper
Cite this paper
Beriault-Poirier, A., Prom Tep, S., Sénécal, S. (2019). Putting Chatbots to the Test: Does the User Experience Score Higher with Chatbots Than Websites?. In: Ahram, T., Karwowski, W., Taiar, R. (eds) Human Systems Engineering and Design. IHSED 2018. Advances in Intelligent Systems and Computing, vol 876. Springer, Cham. https://doi.org/10.1007/978-3-030-02053-8_32
Download citation
DOI: https://doi.org/10.1007/978-3-030-02053-8_32
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-030-02052-1
Online ISBN: 978-3-030-02053-8
eBook Packages: Intelligent Technologies and RoboticsIntelligent Technologies and Robotics (R0)