Chatbot are becoming increasingly advanced, but most of the time they fail to deliver a positive user experience. This is due to challenges linked to realizing user needs and understanding which quality attributes impact user experience more profoundly than others. Previous literature had already identified the most prominent chatbot attributes and ranked them based on their importance to users in general. However, in order to broaden knowledge pertaining to user experience with regards to chatbot attributes, this study sets out to explore how the importance of such attributes vary between users of different chatbots. Specifically, the current study aims to investigate whether attribute importance varies between users of a specific and non-specific segment. The current use case under comparison is the BFSI segment and users of other chatbots. The study operationalized a survey, in which users were tasked to rate chatbot attribute importance.
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