Heuristic Evaluation of Conversational Agents
Raina Langevin, Ross J. Lordon, Thi Avrahami, Benjamin R. Cowan, Tad Hirsch, Gary Hsieh
Abstract
Conversational interfaces have risen in popularity as businesses and users adopt a range of conversational agents, including chatbots and voice assistants. Although guidelines have been proposed, there is not yet an established set of usability heuristics to guide and evaluate conversational agent design. In this paper, we propose a set of heuristics for conversational agents adapted from Nielsen’s heuristics and based on expert feedback. We then validate the heuristics through two rounds of evaluations conducted by participants on two conversational agents, one chatbot and one voice-based personal assistant. We find that, when using our heuristics to evaluate both interfaces, evaluators were able to identify more usability issues than when using Nielsen’s heuristics. We propose that our heuristics successfully identify issues related to dialogue content, interaction design, help and guidance, human-like characteristics, and data privacy.