The influence of explanation on the user experience for recommendation chatbots
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2020-07-01
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en
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Chatbots have become widely used in the last decade, from once just being a research project to now widely used in multiple fields, such as customer service. Despite the increase in popularity, on average people would still rather talk to a person than to a chatbot, thus a question arises, what is the important difference? In this thesis, I will create a movie recommendation chatbot, to try and answer one part of this question, if providing explanation when given a recommendation helps bridge the gap. I will in specific look at the user experience, this will be done by using the Technology Acceptance Model to split the user experience into perceived usefulness and ease of use. From my finding I conclude, to create a movie recommendation chatbot that gives the user a better experience one does not need to take explanation into account, do note that the sample size of this research was too low to have conclusive evidence.
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Faculteit der Sociale Wetenschappen