The effect of chatbot-mistakes on the user satisfaction with a human-like versus non-human-like chatbot

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dc.contributor.advisorde Sá Siqueira, Marianna
dc.contributor.advisorVastenburg, Martijn
dc.contributor.authorFleuren, Aniek
dc.date.issued2023-01-26
dc.description.abstractChatbots 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.
dc.identifier.urihttps://theses.ubn.ru.nl/handle/123456789/16027
dc.language.isoen
dc.thesis.facultyFaculteit der Sociale Wetenschappen
dc.thesis.specialisationspecialisations::Faculteit der Sociale Wetenschappen::Artificial Intelligence::Bachelor Artificial Intelligence
dc.thesis.studyprogrammestudyprogrammes::Faculteit der Sociale Wetenschappen::Artificial Intelligence
dc.thesis.typeBachelor
dc.titleThe effect of chatbot-mistakes on the user satisfaction with a human-like versus non-human-like chatbot
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