The in uence of personalized interaction on the user experience of educational chatbots
Keywords
Loading...
Authors
Issue Date
2022-01-24
Language
en
Document type
Journal Title
Journal ISSN
Volume Title
Publisher
Title
ISSN
Volume
Issue
Startpage
Endpage
DOI
Abstract
Chatbots have become increasingly popular in recent years. Chatbots are
one of the main focuses to improve e-learning processes. However, a reason
for dissatisfaction towards chatbots is that they may be too generic. They
often follow a one-size- ts-all approach. In this study, an educational chatbot
was developed that teaches the user about cybersecurity. Two versions
of the chatbot were created, one with personalization aspects and one without.
A between-subjects design was used to measure the user experience
of both chatbots. The user experience was measured by the User Experience
Questionnaire (UEQ) together with some additional questions about
Social Presence and User Satisfaction. The results show that, in the setting
of this research, personalization does not have a statistically signi cant effect
on the user experience of chatbots. The ndings also show that Social
Presence and Attractiveness appear to be good determinants of User Satisfaction.
Besides, research about the UEQ is supported by our ndings.
Since this study is quite limited, however, it can be considered as a rst encounter
for investigating personalization. Future research needs to be done
to better understand the e ects of content personalization in the usage of
chatbots.
Description
Citation
Supervisor
Faculty
Faculteit der Sociale Wetenschappen