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UX Design and Evaluation on Conversational Bot Supporting Multi-Turn and Multi-Domain Dialogues
- Issue Date
- 1-Jan-2022
- Publisher
- Institute of Electrical and Electronics Engineers Inc.
- Keywords
- Conversational bot; Evaluation metrics; Persona; User experience; Voice-bot
- Citation
- 2022 International Conference on Platform Technology and Service, PlatCon 2022 - Proceedings, pp.92 - 97
- Journal Title
- 2022 International Conference on Platform Technology and Service, PlatCon 2022 - Proceedings
- Start Page
- 92
- End Page
- 97
- ISSN
- 0000-0000
- Abstract
- In this paper, UX design and evaluation metrics for a conversational bot, especially, a voice-bot supporting multi-turn and multi-domain conversations, are studied. For a voice-bot, user satisfaction can be affected by the number of dialogue turns, the number of conversation topics, and the amount of information. New evaluation metrics for UX on the voice-bot are introduced under a persona design framework for the public sector. Also, comparison of evaluation metrics among a text-bot, a voice-bot with few-turn and single-domain, and a voice-bot with multi-turn and multi-domain are presented. By referring to the presented UX evaluation metrics, it is possible to design a conversational bot to improve user experience and provide human-centered services. © 2022 IEEE.
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Related Researcher
- Ahn, Sung Hee
- College of Design and Arts (School of Design Convergence)