TY - JOUR
T1 - The Chatbot Usability Scale
T2 - the Design and Pilot of a Usability Scale for Interaction with AI-Based Conversational Agents
AU - Borsci, Simone
AU - Malizia, Alessio
AU - Schmettow, Martin
AU - van der Velde, Frank
AU - Tariverdiyeva, Gunay
AU - Balaji, Divyaa
AU - Chamberlain, Alan
N1 - Publisher Copyright:
© 2021, The Author(s).
PY - 2022/2
Y1 - 2022/2
N2 - 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 novices), focus group sessions and testing of chatbots to (i) define attributes to assess the quality of interaction with chatbots and (ii) the designing and piloting a new scale to measure satisfaction after the experience with chatbots. Two instruments were developed: (i) A diagnostic tool in the form of a checklist (BOT-Check). This tool is a development of previous works which can be used reliably to check the quality of a chatbots experience in line with commonplace principles. (ii) A 15-item questionnaire (BOT Usability Scale, BUS-15) with estimated reliability between.76 and.87 distributed in five factors. BUS-15 strongly correlates with UMUX-LITE by enabling designers to consider a broader range of aspects usually not considered in satisfaction tools for non-conversational agents, e.g. conversational efficiency and accessibility, quality of the chatbot’s functionality and so on. Despite the convincing psychometric properties, BUS-15 requires further testing and validation. Designers can use it as a tool to assess products, thus building independent databases for future evaluation of its reliability, validity and sensitivity.
AB - 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 novices), focus group sessions and testing of chatbots to (i) define attributes to assess the quality of interaction with chatbots and (ii) the designing and piloting a new scale to measure satisfaction after the experience with chatbots. Two instruments were developed: (i) A diagnostic tool in the form of a checklist (BOT-Check). This tool is a development of previous works which can be used reliably to check the quality of a chatbots experience in line with commonplace principles. (ii) A 15-item questionnaire (BOT Usability Scale, BUS-15) with estimated reliability between.76 and.87 distributed in five factors. BUS-15 strongly correlates with UMUX-LITE by enabling designers to consider a broader range of aspects usually not considered in satisfaction tools for non-conversational agents, e.g. conversational efficiency and accessibility, quality of the chatbot’s functionality and so on. Despite the convincing psychometric properties, BUS-15 requires further testing and validation. Designers can use it as a tool to assess products, thus building independent databases for future evaluation of its reliability, validity and sensitivity.
KW - AI
KW - Artificial intelligence
KW - Autonomy
KW - Chatbots
KW - Conversational agents
KW - Design
KW - Evaluation
KW - Human-Computer interaction (HCI)
KW - Interaction satisfaction
KW - Satisfaction
KW - Trust
KW - Usability
KW - User experience
UR - http://www.scopus.com/inward/record.url?scp=85110968998&partnerID=8YFLogxK
U2 - 10.1007/s00779-021-01582-9
DO - 10.1007/s00779-021-01582-9
M3 - Article
AN - SCOPUS:85110968998
SN - 1617-4909
VL - 26
SP - 95
EP - 119
JO - Personal and Ubiquitous Computing
JF - Personal and Ubiquitous Computing
IS - 1
ER -