The effect of chatbot-mistakes on the user satisfaction with a human-like versus non-human-like chatbot
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2023-01-26
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en
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Abstract
Chatbots are becoming more popular as they are helpful in a variety of fields. Their
development is continuously growing. In this research we want to determine whether
making a chatbot more human-like can result in a better user satisfaction. We also
want to test the effect that mistakes have on user satisfaction and if people are more
forgiving towards a human-like chatbot that makes mistakes than a non-human-like
chatbot that makes mistakes. In order to do so, four chatbot versions were designed:
a human-like version, a non-human-like version, a human-like version that makes
mistakes and a non-human-like versuin that makes mistakes. For this research we
used the TAM with added categories of social presence and emotional design. We
used a questionnaire to evaluate the responses. ANOVA and Pearson correlation
were used to analyse the gathered data. We found significant results in both the
quantitative and qualitative data, and found that a human-like chatbot does improve
the user satisfaction. We also found evidence in qualitative data that users are more
forgiving towards a human-like chatbot than towards a non-human-like chatbot.
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Faculteit der Sociale Wetenschappen