Evaluating and Informing the Design of Chatbots
Citations
157 citations
Cites background or methods or result from "Evaluating and Informing the Design..."
...The surveyed literature reports two main benefits of communicability for chatbots: [B1] to unveil functionalities: while interacting with chatbots, users may not know that a desired functionality is available or how to use it (Jain et al., 2018; Valério et al., 2017)....
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...In Jain et al. (2018), two participants also expected chatbots to retain context from previous interactions to improve recommendations....
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...Jain et al. (2018) highlighted that participants reported negative experience when finding “mismatch[es] between [a] chatbot’s real context and their assumptions of the chatbot context.”...
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...Jain et al. (2018) reported that users highlighted this functionality as useful for the reviewed chatbots....
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...Some of them are also emphasized in other studies, as follows: [S1] to clarify the purpose of the chatbot: First-time users in Jain et al. (2018) highlighted that a clarification about the chatbots’ purpose should be placed in the introductory message....
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144 citations
137 citations
Cites background from "Evaluating and Informing the Design..."
...Both breakdowns and current recovery processes decrease peoples’ satisfaction, trust, and willingness to continue using a chatbot [19, 20, 28]....
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114 citations
104 citations
References
11,418 citations
"Evaluating and Informing the Design..." refers background in this paper
...At the start of the interview, participants were asked to rank the chatbots and rate them with respect to different metrics, including learning curve, frustration level, and fun to use [24]....
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7,238 citations
6,027 citations
Additional excerpts
...This is consistent with Norman’s theory of “human error” [34]....
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2,873 citations
1,559 citations