• Tamás Fergencs
4. term, Information Science, Master (Master Programme)
Due to advances in natural language understanding, chatbots have become popular for assisting users in various tasks, for example, searching. Chatbots allow natural-language queries, which can be useful in case of complex information needs, and they provide a higher level of interactivity by displaying information in a dialog-like format. However, chatbots are often only used as auxiliaries for a graphical search user interface. Thus, they must be engaging and usable so that users both want to and able to use them. In this study, a chatbot-based and a website-based search interface were compared in terms of engagement and usability. Engagement was measured using the User Engagement Scale; think-aloud protocol and a questionnaire were used to assess usability. Behavioral measures were used to triangulate data. Findings indicate that the usage of the chatbot did not lead to a higher level of engagement, moreover, its usability was lower compared to the website-based search interface.
Publication date2020
Number of pages56
ID: 337993014