The effect of emotional chatbots on the user experience
Keywords
Loading...
Authors
Issue Date
2021-06-18
Language
en
Document type
Journal Title
Journal ISSN
Volume Title
Publisher
Title
ISSN
Volume
Issue
Startpage
Endpage
DOI
Abstract
The use of chatbots can be very promising for a wide range of applications.
Chatbots could potentially fulfill users’ needs for social interaction.
However, a huge challenge for these chatbots is to express emotions in a
human-like manner, which might cause the low usability that is experienced
in current chatbots. This research aims to provide insights into the effect
of emotional elements in text-based communication of a chatbot. Emotional
elements are added to the responses of a chatbot that plays a game
of connect four and the effect on the user experience is measured. This user
experience is measured using the technology acceptance model (TAM). The
results suggest that there is no significant effect of the emotional elements
on the user experience of this chatbot. Correlation tests have shown that
perceived ease of use and perceived usefulness of the chatbot appear to be
good predictors of the attitude towards using the chatbot and perceived usefulness
and attitude towards using the chatbot appear to be good predictors
of the behavioral intention to use the chatbot.
Description
Citation
Supervisor
Faculty
Faculteit der Sociale Wetenschappen