Um Estudo Exploratório sobre Métodos de Avaliação de User Experience em Chatbots

  • Marcus Barbosa UNIPAMPA
  • Pedro Valle UFJF
  • Walter Nakamura UTFPR
  • Guilherme Guerino UEM
  • Alice Finger UNIPAMPA
  • Gabriel Lunardi UNIPAMPA
  • Williamson Silva UNIPAMPA

Resumo


As empresas investem cada vez mais em projetar, desenvolver e avaliar agentes conversacionais baseados em texto. Apesar do mercado potencial, ainda há pouco conhecimento para avaliar a qualidade dos chatbots do ponto de vista da experiência do usuário (UX). O objetivo deste estudo é investigar a aplicabilidade, viabilidade de uso e aceitação de três métodos de avaliação de UX para avaliar chatbots (AttrakDiff, Think Aloud e MAX). Para isso, foi conduzido um estudo exploratório para avaliar a UX do chatbot chamado ANA. Com base nos resultados, acredita-se que a combinação dos três métodos de UX e fundamental para capturar toda a experiência do usuário, enquanto estes interagem com chatbot.

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Publicado
18/10/2022
BARBOSA, Marcus; VALLE, Pedro; NAKAMURA, Walter; GUERINO, Guilherme; FINGER, Alice; LUNARDI, Gabriel; SILVA, Williamson. Um Estudo Exploratório sobre Métodos de Avaliação de User Experience em Chatbots. In: ESCOLA REGIONAL DE ENGENHARIA DE SOFTWARE (ERES), 6. , 2022, Blumenau. Anais [...]. Porto Alegre: Sociedade Brasileira de Computação, 2022 . p. 21-30. DOI: https://doi.org/10.5753/eres.2022.227723.