Does speech-based interaction improve the user experience of chatbots?
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2020-07-01
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en
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Abstract
The use of conversational agents and chatbots are rising. Both companies and customers
utilize this concept more and more. Although most organisations are trying to develop the best
possible software for chatbots, the research into the improvement of user experience often lies
behind. The main aim of this study is to investigate the di erences between the user experience
of text-based chatbots and speech-based chatbots with the use of the Technology Acceptance
Model (TAM) and Social Presence (SP). The research questions therefore is: "Does a speech-
based interaction improve the user experience of chatbots over a text-based interaction?". The
results of this study should help to indicate on which type of modality the development of
chatbots should be put. Additionally, this study investigated the relationship between the
(external) variables from the TAM. After a text-based chatbot was designed, it was integrated
in a Google Assistant to convert it to a speech-based chatbot. Using a between-subject design,
di erent variables of the user experience were measured. The results of the independent
t-tests revealed no statistical signi cant di erence between the user experience of the two
types of chatbots. The results of the Pearson correlation coe cient tests con rm the positive
correlation between the variables of TAM that were already found in numerous researches.
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Faculteit der Sociale Wetenschappen