Effects of conversational memory on user experience in chatbots
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2020-07-10
Language
en
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Abstract
Chatbots are computer programmes designed to simulate conversation with human users, especially over the internet. In this thesis the effects of conversational memory on the user experience, and specifically certain aspects of the user experience measured using the Technology Acceptance Model, are presented and tested. Conversational memory entails that the chatbot can refer back to a previous conversation between itself and a user. A chatbot without conversational memory will serve as the control condition, and a chatbot with conversational memory will serve as the experimental condition.
The results show that users find a chatbot with conversation memory easier to use, and experience a more positive attitude towards using it, whereas the social presence and usefulness are not significantly higher.
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Faculteit der Sociale Wetenschappen