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Computer Science > Human-Computer Interaction

arXiv:2301.06474 (cs)
[Submitted on 16 Jan 2023]

Title:Towards User-Centric Guidelines for Chatbot Conversational Design

Authors:Geovana Ramos Sousa Silva, Edna Dias Canedo
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Abstract:The conversational nature of chatbots poses challenges to designers since their development is different from other software and requires investigating new practices in the context of human-AI interaction and their impact on user experience. Therefore, this work aims to unveil chatbot conversational practices alongside their impacts on users to build a web guide to support designers while conceiving conversations for chatbots. We have carried out a Systematic Literature Review (SLR) to identify linguist, visual, and interactive elements used in chatbot conversational design. The SLR resulted in 40 selected studies that were reviewed and coded into a set of conversational guidelines that were evaluated through a survey. Respondents strongly agreed that applying the proposed guidelines in chatbot development would induce greater user satisfaction and user engagement and the guide is usable, flexible, clear, and understandable, making it a great ally in building chatbots with an improved user experience.
Comments: International Journal of Human-Computer Interaction (2022)
Subjects: Human-Computer Interaction (cs.HC)
Cite as: arXiv:2301.06474 [cs.HC]
  (or arXiv:2301.06474v1 [cs.HC] for this version)
  https://doi.org/10.48550/arXiv.2301.06474
Related DOI: https://doi.org/10.1080/10447318.2022.2118244

Submission history

From: Geovana Ramos Sousa Silva [view email]
[v1] Mon, 16 Jan 2023 15:24:42 UTC (742 KB)
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