Electronic Resource

Article - The Chatbot Usability Scale: the Design and Pilot of a Usability Scale for Interaction with AI-Based Conversational Agents Vol: 26 (Issue): 2 Hal: 395–419

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Standardised tools to assess a user’s satisfaction with the experience of using chatbots and conversational agents are currently
unavailable. This work describes four studies, including a systematic literature review, with an overall sample of 141 participants in
the survey (experts and novices), focus group sessions and testing of chatbots to (i) define attributes to assess the quality of
interaction with chatbots and (ii) the designing and piloting a new scale to measure satisfaction after the experience with chatbots.
Two instruments were developed: (i) A diagnostic tool in the form of a checklist (BOT-Check). This tool is a development of
previous works which can be used reliably to check the quality of a chatbots experience in line with commonplace principles. (ii) A
15-item questionnaire (BOT Usability Scale, BUS-15) with estimated reliability between .76 and .87 distributed in five factors.
BUS-15 strongly correlates with UMUX-LITE by enabling designers to consider a broader range of aspects usually not considered

in satisfaction tools for non-conversational agents, e.g. conversational efficiency and accessibility, quality of the chatbot’s func-
tionality and so on. Despite the convincing psychometric properties, BUS-15 requires further testing and validation. Designers can

use it as a tool to assess products, thus building independent databases for future evaluation of its reliability, validity and sensitivity.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

006.35 BOR c

Penerbit

: Springer Nature Switzerland AG., 2021

Deskripsi Fisik

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Bahasa

English

ISBN/ISSN

1617-4917

Klasifikasi

006.35 BOR c

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

Vol: 26 (Issue): 2 Hal: 395–419

Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

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