The Chatbot Usability Scale: the Design and Pilot of a Usability Scale for Interaction with AI-Based Conversational Agents

Borsci, Simone; Malizia, Alessio; Schmettow, Martin; van der Velde, Frank; Tariverdiyeva, Gunay; Balaji, Divyaa; Chamberlain, Alan

doi:10.1007/s00779-021-01582-9

Public

The Chatbot Usability Scale: the Design and Pilot of a Usability Scale for Interaction with AI-Based Conversational Agents

Published in Personal and Ubiquitous Computing • Jul 21, 2021

Authors:

Simone Borsci

Alessio Malizia

Martin Schmettow

Abstract

Abstract Standardised tools to assess a user’s satisfaction with the experience of using chatbots and conversational agents are currently unavailable. This work describes four studies, including a systematic literature review, with an overall sample of 141 participants in the survey (experts and nov...

Subject

Chatbot

Usability

Computer science

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