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Measuring User Experience in Chatbots: An Approach to Interpersonal Communication Competence

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Internet Science (INSCI 2018)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 11551))

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Abstract

The increasing usage of chatbots is fundamentally changing the way people interact with new technology. Instead of clicking buttons to functionally navigate on a web page, people can access content and services by the use of natural language in interaction with an artificial agent (e.g., chatbot). This change toward human–chatbot interaction is typically manifested through a social and natural conversational style. This shift of how to interact with data and services has major repercussions for how to explore and measure conversational user experience with chatbots. Hence, in this paper we suggest the importance of measuring the social aspects in human–chatbot interaction through a focus on interpersonal communicational competence (ICC). We build our suggested framework on previous knowledge about communicational competence in successful human–human interaction. Based on this we have developed factors that might be of importance for chatbots’ ICC and how these can be measured.

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Author information

Authors and Affiliations

  1. SINTEF, Oslo, Norway

    Marita Skjuve

  2. Department of Media and Communications, University of Oslo, Oslo, Norway

    Marita Skjuve & Petter Bae Brandzaeg

Authors
  1. Marita Skjuve
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  2. Petter Bae Brandzaeg
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Corresponding author

Correspondence to Marita Skjuve .

Editor information

Editors and Affiliations

  1. St. Petersburg State University, St. Petersburg, Russia

    Svetlana S. Bodrunova

  2. National Research University Higher School of Economics, St. Petersburg, Russia

    Olessia Koltsova

  3. SINTEF, Trondheim, Norway

    Asbjørn Følstad

  4. Inria, Le Chesnay, France

    Harry Halpin

  5. National Research University Higher School of Economics, Moscow, Russia

    Polina Kolozaridi

  6. National Research University Higher School of Economics, Moscow, Russia

    Leonid Yuldashev

  7. St. Petersburg State University, St. Petersburg, Russia

    Anna Smoliarova

  8. TU München, Munich, Germany

    Heiko Niedermayer

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Skjuve, M., Brandzaeg, P.B. (2019). Measuring User Experience in Chatbots: An Approach to Interpersonal Communication Competence. In: Bodrunova, S., et al. Internet Science. INSCI 2018. Lecture Notes in Computer Science(), vol 11551. Springer, Cham. https://doi.org/10.1007/978-3-030-17705-8_10

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  • DOI: https://doi.org/10.1007/978-3-030-17705-8_10

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-17704-1

  • Online ISBN: 978-3-030-17705-8

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