The in uence of a matching personality of a chatbot and its user on the user experience.
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2021-06-25
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en
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Abstract
Since the last decade, chatbots are used more and more in society. They already
have a fascinating past that dates back to the 1950s when Alan Turing began
to wonder whether machines could think. He created a test called The Turing
Test and many people had this test as a foundation to create a chatbot. In
the modern day, chatbots are upcoming as a replacement of humans in conver-
sational services, such as a question and answering system or recommendation
system. About 57% of companies are willing to implement a chatbot or have
already implemented one in order to improve the e ciency of the conversa-
tional services and decrease the costs. However, users still have mixed feelings
about chatbots and they nd them often merely unintelligent or pointless. In
this research there will be looked whether having a matching personality of the
chatbot and its user might improve the user experience. The condition in which
a user has a matching personality with the chatbot will be compared to the con-
dition in which a chatbot does not have any personality. The user experience
will be measured with the Technology Acceptance Model, and one additional
concept Enjoyment. The results suggest that having a matching personality
with the chatbot increases the enjoyment of the conversation with the chatbot.
However, there have not been found any other signi cant di erence between
the two conditions. There has been found that the ease of use, usefulness and
enjoyment all have a positive correlation with respect to the attitude toward
using the chatbot. There are quite some limitations to this research, since the
sample size is very small and the sample might not be very representative. This
of course in
uences the results and might make the results not very reliable.
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Faculteit der Sociale Wetenschappen