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2019 | OriginalPaper | Buchkapitel

Measuring User Experience in Chatbots: An Approach to Interpersonal Communication Competence

verfasst von : Marita Skjuve, Petter Bae Brandzaeg

Erschienen in: Internet Science

Verlag: Springer International Publishing

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Abstract

The increasing usage of chatbots is fundamentally changing the way people interact with new technology. Instead of clicking buttons to functionally navigate on a web page, people can access content and services by the use of natural language in interaction with an artificial agent (e.g., chatbot). This change toward human–chatbot interaction is typically manifested through a social and natural conversational style. This shift of how to interact with data and services has major repercussions for how to explore and measure conversational user experience with chatbots. Hence, in this paper we suggest the importance of measuring the social aspects in human–chatbot interaction through a focus on interpersonal communicational competence (ICC). We build our suggested framework on previous knowledge about communicational competence in successful human–human interaction. Based on this we have developed factors that might be of importance for chatbots’ ICC and how these can be measured.

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Titel: Measuring User Experience in Chatbots: An Approach to Interpersonal Communication Competence
verfasst von: Marita Skjuve
Petter Bae Brandzaeg
Verlag: Springer International Publishing
Buch: Internet Science
Print ISBN: 978-3-030-17704-1

Electronic ISBN: 978-3-030-17705-8

Copyright-Jahr: 2019
DOI: https://doi.org/10.1007/978-3-030-17705-8_10

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