Towards User-Centric Guidelines for Chatbot Conversational Design

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.

READ FULL TEXT

page 12

page 25

page 26

research
02/24/2019

Designing for Health Chatbots

Building conversational agents have many technical, design and linguisti...
research
07/25/2019

Lessons from Oz: Design Guidelines for Automotive Conversational User Interfaces

This paper draws from literature and our experience of conducting Wizard...
research
02/20/2022

UX Research on Conversational Human-AI Interaction: A Literature Review of the ACM Digital Library

Early conversational agents (CAs) focused on dyadic human-AI interaction...
research
08/08/2023

Heuristics for Supporting Cooperative Dashboard Design

Dashboards are no longer mere static displays of metrics; through functi...
research
03/05/2020

Submitting surveys via a conversational interface: an evaluation of user acceptance and approach effectiveness

Conversational interfaces are currently on the rise: more and more appli...
research
09/17/2022

An Empathetic AI Coach for Self-Attachment Therapy

In this work, we present a new dataset and a computational strategy for ...
research
09/10/2020

Emora: An Inquisitive Social Chatbot Who Cares For You

Inspired by studies on the overwhelming presence of experience-sharing i...

Please sign up or login with your details

Forgot password? Click here to reset