How to Optimise Interaction with Chatbots? Key Parameters Emerging from Actual Application
Svetlana Bialkova
Abstract
Consumers’ resistance towards chatbot agency questions the quality of human-computer interaction, and thus, invites further investigation on factors determining chatbot efficiency. Current study addresses the above challenges by providing understanding on functionality and enjoyment, emerging as crucial drivers of satisfaction. Consumers who have used chatbots at least once in their daily life were invited to complete a survey, evaluating the interaction with the bot. The results are clear in showing that information quality, accuracy and competence are pivotal for chatbot functionality. Personal care and social presence enhanced interactivity perception and the enjoyment of the chatbot use. These factors might however turn into barriers when not met, as reported by consumers in low satisfaction group. Current findings provide valuable insights for developing and implementing chatbot applications to satisfy the user demand for enjoyable and functional interaction, through enhanced information quality, competence, personal care and social presence.