Technologies for Hedonic Aspects Evaluation in Text-based Chatbots: A Systematic Mapping Study
Resumo
Many studies present and evaluate daily-use technologies ranging from information to conversational systems. One of the technologies that have attracted the attention of researchers is chatbots through text or voice messages. In particular, User eXperience (UX) has been pointed out as one of chatbots leading aspects of evaluation. UX evaluation involves pragmatic and hedonic aspects. The first deals with the usability and efficiency of the system, while the second considers aspects related to the originality, innovation, beauty of the system, and the user’s psychological well-being. Although there are previous studies on usability evaluation and human-computer interaction in conversational systems, the absence of specific works that consider the hedonic aspects of UX in chatbots is evident. Therefore, this paper presents a Systematic Mapping Study investigating UX evaluation technologies (questionnaires, methods, techniques, models, among others) from the hedonic aspect of chatbots. We focused our investigation on studies with chatbots that are activated through text, although they may be able to display click interactions, videos, and images in addition to written text. We discovered 29 different technologies used to evaluate hedonic aspects of UX in chatbots, and the most frequent aspect found is trust. Our study provides relevant data on the researched topic, addressing the specific characteristics of human-chatbot interaction, such as identity and social interaction. Moreover, we highlight gaps in the hedonic aspect evaluation in chatbots, such as a few works investigating the assessment of user emotional state.
Palavras-chave:
Chatbots, User Experience, Systematic Mapping Study
Referências
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Anshul Bawa, Pranav Khadpe, Pratik Joshi, Kalika Bali, and Monojit Choudhury. 2020. Do Multilingual Users Prefer Chat-bots that Code-mix? Let’s Nudge and Find Out!Proceedings of the ACM on Human-Computer Interaction 4, CSCW1 (2020), 1–23.
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John Brooke 1996. SUS-A quick and dirty usability scale. Usability evaluation in industry 189, 194 (1996), 4–7.
Thiago Prado de Campos, Eduardo Filgueiras Damasceno, and Natasha Malveira Costa Valentim. 2022. Proposal and Evaluation of a Collaborative IS to Support Systematic Reviews and Mapping Studies. In XVIII Brazilian Symposium on Information Systems. 1–8.
Heloisa Candello and Claudio Pinhanez. 2016. Designing conversational interfaces. Simpósio Brasileiro sobre Fatores Humanos em Sistemas Computacionais-IHC (2016).
John Wilmar Castro, Ranci Ren, Silvia T Acuña, and Juan de Lara. 2019. Usability of chatbots: A systematic mapping study. (2019).
Jessy Ceha, Ken Jen Lee, Elizabeth Nilsen, Joslin Goh, and Edith Law. 2021. Can a humorous conversational agent enhance learning experience and outcomes?. In Proceedings of the 2021 CHI Conference on Human Factors in Computing Systems. 1–14.
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Menal Dahiya. 2017. A tool of conversation: Chatbot. International Journal of Computer Sciences and Engineering 5, 5 (2017), 158–161.
Johan Oswin De Nieva, Jose Andres Joaquin, Chaste Bernard Tan, Ruzel Khyvin Marc Te, and Ethel Ong. 2020. Investigating students’ use of a mental health chatbot to alleviate academic stress. In 6th International ACM In-Cooperation HCI and UX Conference. 1–10.
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Mira El Kamali, Leonardo Angelini, Denis Lalanne, Omar Abou Khaled, and Elena Mugellini. 2020. Multimodal conversational agent for older adults’ behavioral change. In Companion Publication of the 2020 International Conference on Multimodal Interaction. 270–274.
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Ahmed Fadhil, Gianluca Schiavo, Yunlong Wang, and Bereket A Yilma. 2018. The effect of emojis when interacting with conversational interface assisted health coaching system. In Proceedings of the 12th EAI international conference on pervasive computing technologies for healthcare. 378–383.
Vanessa Fahn and Andreas Riener. 2021. Time to get conversational: assessment of the potential of conversational user interfaces for mobile banking. In Proceedings of Mensch und Computer 2021. 34–43.
Dario Fiore, Matthias Baldauf, and Christian Thiel. 2019. " Forgot your password again?" acceptance and user experience of a chatbot for in-company IT support. In Proceedings of the 18th International Conference on Mobile and Ubiquitous Multimedia. 1–11.
Lukas A Flohr, Sofie Kalinke, Antonio Krüger, and Dieter P Wallach. 2021. Chat or Tap?–Comparing Chatbots with ‘Classic’Graphical User Interfaces for Mobile Interaction with Autonomous Mobility-on-Demand Systems. In Proceedings of the 23rd International Conference on Mobile Human-Computer Interaction. 1–13.
Guilherme Corredato Guerino and Natasha Malveira Costa Valentim. 2020. Usability and user experience evaluation of conversational systems: A systematic mapping study. In Proceedings of the XXXIV Brazilian Symposium on Software Engineering. 427–436.
Marc Hassenzahl. 2004. The interplay of beauty, goodness, and usability in interactive products. Human–Computer Interaction 19, 4 (2004), 319–349.
Mare Hassenzahl, Axel Platz, Michael Burmester, and Katrin Lehner. 2000. Hedonic and ergonomic quality aspects determine a software’s appeal. In Proceedings of the SIGCHI conference on Human factors in computing systems. 201–208.
Sviatlana Höhn and Kerstin Bongard-Blanchy. 2021. Heuristic evaluation of COVID-19 chatbots. In Chatbot Research and Design: 4th International Workshop, CONVERSATIONS 2020, Virtual Event, November 23–24, 2020, Revised Selected Papers. Springer, 131–144.
International Organization for Standardization. 2019. Ergonomics of human-system interaction — Part 210: Human-centred design for interactive systems.
Mohit Jain, Puneet Mathur, Amit Saini, Vineet Dutt, Karanpreet Singh, and Ponnurangam Kumaraguru. 2019. Evaluating and informing the design of chatbots. arXiv preprint arXiv:1911.07612 (2019).
M Jia and L Jyou. 2021. The study of the application of a keywords-based chatbot system on the teaching of foreign languages. Journal of Intelligent & Fuzzy Systems (2021), 1–10.
Yucheng Jin, Xiaoying Zhang, and Wei Wang. 2019. MusicBot: Evaluating critiquing-based music recommenders with conversational interaction. ACM Transactions on Intelligent Systems and Technology (TIST) 10, 2 (2019), 1–22.
Ankur Joshi, Shital Kale, and Sarita Chandel. 2021. Likert scale: Explored and explained. Current Journal of Applied Science and Technology 38, 6 (2021), 1–7. DOI: 10.9734/cjast/2021/v38i630801
Markus Kattenbeck, Melanie A Kilian, Matthias Ferstl, Florian Alt, and Bernd Ludwig. 2018. Airbot: using a work flow model for proactive assistance in public spaces. In Proceedings of the 20th International Conference on Human-Computer Interaction with Mobile Devices and Services Adjunct. 213–220.
Staffs Keele 2007. Guidelines for performing systematic literature reviews in software engineering.
Soomin Kim, Joonhwan Lee, and Gahgene Gweon. 2019. Comparing data from chatbot and web surveys: Effects of platform and conversational style on survey response quality. In Proceedings of the 2019 CHI conference on human factors in computing systems. 1–12.
Bettina Laugwitz, Theo Held, and Martin Schrepp. 2008. Construction and evaluation of a user experience questionnaire. In HCI and Usability for Education and Work: 4th Symposium of the Workgroup Human-Computer Interaction and Usability Engineering of the Austrian Computer Society, USAB 2008, Graz, Austria, November 20-21, 2008. Proceedings 4. Springer, 63–76.
Yi-Chieh Lee, Naomi Yamashita, and Yun Huang. 2021. Exploring the effects of incorporating human experts to deliver journaling guidance through a chatbot. Proceedings of the ACM on Human-Computer Interaction 5, CSCW1 (2021), 1–27.
Yizhou Liu, Da-jung Kim, Ting Miao, and Yaliang Chuang. 2020. SlumberBot: An Interactive Agent for Helping Users Investigate Disturbance Factors of Sleep Quality. In Proceedings of the 11th Nordic Conference on Human-Computer Interaction: Shaping Experiences, Shaping Society. 1–4.
mobiletime. 2022. Mapa do Ecossistema Brasileiro de Bots 2022. [link].
Luthfi Nurul Hidayah Mudofi and Wardah Yuspin. 2022. Evaluating Quality of Chatbots and Intelligent Conversational Agents of BCA (Vira) Line. Interdisciplinary Social Studies 1, 5 (2022), 532–542.
SoHyun Park, Anja Thieme, Jeongyun Han, Sungwoo Lee, Wonjong Rhee, and Bongwon Suh. 2021. “I wrote as if I were telling a story to someone I knew.”: Designing Chatbot Interactions for Expressive Writing in Mental Health. In Designing Interactive Systems Conference 2021. 926–941.
Manuel Portela and Carlos Granell-Canut. 2017. A new friend in our smartphone? Observing interactions with chatbots in the search of emotional engagement. In Proceedings of the XVIII International Conference on Human Computer Interaction. 1–7.
Aleksandra Przegalinska, Leon Ciechanowski, Anna Stroz, Peter Gloor, and Grzegorz Mazurek. 2019. In bot we trust: A new methodology of chatbot performance measures. Business Horizons 62, 6 (2019), 785–797.
Amon Rapp, Lorenzo Curti, and Arianna Boldi. 2021. The human side of human-chatbot interaction: A systematic literature review of ten years of research on text-based chatbots. International Journal of Human-Computer Studies 151 (2021), 102630. DOI: 10.1016/j.ijhcs.2021.102630
Elayne Ruane, Sinead Farrell, and Anthony Ventresque. 2021. User Perception of Text-Based Chatbot Personality. In Chatbot Research and Design, Asbjørn Følstad, Theo Araujo, Symeon Papadopoulos, Effie L.-C. Law, Ewa Luger, Morten Goodwin, and Petter Bae Brandtzaeg (Eds.). Springer International Publishing, Cham, 32–47.
Gleison Santos, Ana Regina Rocha, Tayana Conte, Monalessa Perini Barcellos, and Rafael Prikladnicki. 2012. Strategic Alignment between Academy and Industry: A Virtuous Cycle to Promote Innovation in Technology. In 2012 26th Brazilian Symposium on Software Engineering. 196–200. DOI: 10.1109/SBES.2012.31
Martin Schrepp, Andreas Hinderks, and Jörg Thomaschewski. 2017. Design and evaluation of a short version of the user experience questionnaire (UEQ-S). International Journal of Interactive Multimedia and Artificial Intelligence, 4 (6), 103-108. (2017).
Bayan Abu Shawar and Eric Atwell. 2007. Chatbots: are they really useful?Journal for Language Technology and Computational Linguistics 22, 1 (2007), 29–49.
Forrest Shull, Jeffrey Carver, and Guilherme H Travassos. 2001. An empirical methodology for introducing software processes. ACM SIGSOFT Software Engineering Notes 26, 5 (2001), 288–296.
Marita Skjuve, Ida Maria Haugstveit, Asbjørn Følstad, and Petter B Brandtzaeg. 2019. Help! Is my Chatbot Falling into the Uncanny Valley? : An Empirical Study of User Experience in Human-Chatbot Interaction. Human Technology 15, 1 (2019), 30–54. DOI: 10.17011/ht/urn.201902201607
Jason Telner. 2021. Chatbot User Experience: Speed and Content Are King. In Advances in Artificial Intelligence, Software and Systems Engineering: Proceedings of the AHFE 2021 Virtual Conferences on Human Factors in Software and Systems Engineering, Artificial Intelligence and Social Computing, and Energy, July 25-29, 2021, USA. Springer, 47–54.
Carla Tubin, Joao Pedro Mazuco Rodriguez, and Ana Carolina Bertoletti de Marchi. 2022. User experience with conversational agent: A systematic review of assessment methods. Behaviour & Information Technology 41, 16 (2022), 3519–3529.
Andreas Veglis, Theodora A Maniou, 2019. Chatbots on the rise: A new narrative in journalism. Studies in Media and Communication 7, 1 (2019), 1–6.
Sarah Theres Völkel and Lale Kaya. 2021. Examining user preference for agreeableness in chatbots. In Proceedings of the 3rd Conference on Conversational User Interfaces. 1–6.
Rebecca Wald, Evelien Heijselaar, and Tibor Bosse. 2021. Make your own: The potential of chatbot customization for the development of user trust. In Adjunct Proceedings of the 29th ACM Conference on User Modeling, Adaptation and Personalization. 382–387.
Thiemo Wambsganss, Tobias Kueng, Matthias Soellner, and Jan Marco Leimeister. 2021. ArgueTutor: An adaptive dialog-based learning system for argumentation skills. In Proceedings of the 2021 CHI conference on human factors in computing systems. 1–13.
Ziang Xiao, Michelle X Zhou, and Wat-Tat Fu. 2019. Who should be my teammates: Using a conversational agent to understand individuals and help teaming. In Proceedings of the 24th International Conference on Intelligent User Interfaces. 437–447.
Heng Xu, Tamara Dinev, H Jeff Smith, and Paul Hart. 2008. Examining the formation of individual’s privacy concerns: Toward an integrative view. (2008).
Meaghan Yuen. 2022. Chatbot market in 2022: Stats, trends, and companies in the growing AI chatbot industry. [link].
Hyeonggeun Yun, Auejin Ham, Jin Kim, Taeyeong Kim, Jeongeun Kim, Haechan Lee, Jongrae Park, and Jinkyu Jang. 2020. Chatbot with Touch and Graphics: An Interaction of Users for Emotional Expression and Turn-taking. In Proceedings of the 2nd Conference on Conversational User Interfaces. 1–5.
Apostolos Ampatzoglou, Stamatia Bibi, Paris Avgeriou, Marijn Verbeek, and Alexander Chatzigeorgiou. 2019. Identifying, categorizing and mitigating threats to validity in software engineering secondary studies. Information and Software Technology 106 (2019), 201–230.
Zahra Ashktorab, Mohit Jain, Q Vera Liao, and Justin D Weisz. 2019. Resilient chatbots: Repair strategy preferences for conversational breakdowns. In Proceedings of the 2019 CHI conference on human factors in computing systems. 1–12.
Petter Bae Bae Brandtzæg, Marita Skjuve, Kim Kristoffer Kristoffer Dysthe, and Asbjørn Følstad. 2021. When the social becomes non-human: young people’s perception of social support in Chatbots. In Proceedings of the 2021 CHI conference on human factors in computing systems. 1–13.
Victor R Basili and H Dieter Rombach. 1988. Towards a comprehensive framework for reuse: A reuse-enabling software evolution environment. In NASA, Goddard Space Flight Center, Proceedings of the Thirteenth Annual Software Engineering Workshop.
Anshul Bawa, Pranav Khadpe, Pratik Joshi, Kalika Bali, and Monojit Choudhury. 2020. Do Multilingual Users Prefer Chat-bots that Code-mix? Let’s Nudge and Find Out!Proceedings of the ACM on Human-Computer Interaction 4, CSCW1 (2020), 1–23.
Ivo Benke, Michael Thomas Knierim, and Alexander Maedche. 2020. Chatbot-based emotion management for distributed teams: A participatory design study. Proceedings of the ACM on Human-Computer Interaction 4, CSCW2 (2020), 1–30.
Blind Blind. 2023. Technical Report. Technical Report. [link].
John Brooke 1996. SUS-A quick and dirty usability scale. Usability evaluation in industry 189, 194 (1996), 4–7.
Thiago Prado de Campos, Eduardo Filgueiras Damasceno, and Natasha Malveira Costa Valentim. 2022. Proposal and Evaluation of a Collaborative IS to Support Systematic Reviews and Mapping Studies. In XVIII Brazilian Symposium on Information Systems. 1–8.
Heloisa Candello and Claudio Pinhanez. 2016. Designing conversational interfaces. Simpósio Brasileiro sobre Fatores Humanos em Sistemas Computacionais-IHC (2016).
John Wilmar Castro, Ranci Ren, Silvia T Acuña, and Juan de Lara. 2019. Usability of chatbots: A systematic mapping study. (2019).
Jessy Ceha, Ken Jen Lee, Elizabeth Nilsen, Joslin Goh, and Edith Law. 2021. Can a humorous conversational agent enhance learning experience and outcomes?. In Proceedings of the 2021 CHI Conference on Human Factors in Computing Systems. 1–14.
Jin Chen, Cheng Chen, Joseph B. Walther, and S Shyam Sundar. 2021. Do You Feel Special When an AI Doctor Remembers You? Individuation Effects of AI vs. Human Doctors on User Experience. In Extended Abstracts of the 2021 CHI Conference on Human Factors in Computing Systems. 1–7.
Ravindra Chitturi, Rajagopal Raghunathan, and Vijay Mahajan. 2008. Delight by design: The role of hedonic versus utilitarian benefits. Journal of marketing 72, 3 (2008), 48–63.
Menal Dahiya. 2017. A tool of conversation: Chatbot. International Journal of Computer Sciences and Engineering 5, 5 (2017), 158–161.
Johan Oswin De Nieva, Jose Andres Joaquin, Chaste Bernard Tan, Ruzel Khyvin Marc Te, and Ethel Ong. 2020. Investigating students’ use of a mental health chatbot to alleviate academic stress. In 6th International ACM In-Cooperation HCI and UX Conference. 1–10.
Kerstin Denecke, Sayan Vaaheesan, and Aaganya Arulnathan. 2020. A mental health chatbot for regulating emotions (SERMO)-concept and usability test. IEEE Transactions on Emerging Topics in Computing 9, 3 (2020), 1170–1182.
Mira El Kamali, Leonardo Angelini, Denis Lalanne, Omar Abou Khaled, and Elena Mugellini. 2020. Multimodal conversational agent for older adults’ behavioral change. In Companion Publication of the 2020 International Conference on Multimodal Interaction. 270–274.
Ela Elsholz, Jon Chamberlain, and Udo Kruschwitz. 2019. Exploring language style in chatbots to increase perceived product value and user engagement. In Proceedings of the 2019 Conference on Human Information Interaction and Retrieval. 301–305.
Ahmed Fadhil, Gianluca Schiavo, Yunlong Wang, and Bereket A Yilma. 2018. The effect of emojis when interacting with conversational interface assisted health coaching system. In Proceedings of the 12th EAI international conference on pervasive computing technologies for healthcare. 378–383.
Vanessa Fahn and Andreas Riener. 2021. Time to get conversational: assessment of the potential of conversational user interfaces for mobile banking. In Proceedings of Mensch und Computer 2021. 34–43.
Dario Fiore, Matthias Baldauf, and Christian Thiel. 2019. " Forgot your password again?" acceptance and user experience of a chatbot for in-company IT support. In Proceedings of the 18th International Conference on Mobile and Ubiquitous Multimedia. 1–11.
Lukas A Flohr, Sofie Kalinke, Antonio Krüger, and Dieter P Wallach. 2021. Chat or Tap?–Comparing Chatbots with ‘Classic’Graphical User Interfaces for Mobile Interaction with Autonomous Mobility-on-Demand Systems. In Proceedings of the 23rd International Conference on Mobile Human-Computer Interaction. 1–13.
Guilherme Corredato Guerino and Natasha Malveira Costa Valentim. 2020. Usability and user experience evaluation of conversational systems: A systematic mapping study. In Proceedings of the XXXIV Brazilian Symposium on Software Engineering. 427–436.
Marc Hassenzahl. 2004. The interplay of beauty, goodness, and usability in interactive products. Human–Computer Interaction 19, 4 (2004), 319–349.
Mare Hassenzahl, Axel Platz, Michael Burmester, and Katrin Lehner. 2000. Hedonic and ergonomic quality aspects determine a software’s appeal. In Proceedings of the SIGCHI conference on Human factors in computing systems. 201–208.
Sviatlana Höhn and Kerstin Bongard-Blanchy. 2021. Heuristic evaluation of COVID-19 chatbots. In Chatbot Research and Design: 4th International Workshop, CONVERSATIONS 2020, Virtual Event, November 23–24, 2020, Revised Selected Papers. Springer, 131–144.
International Organization for Standardization. 2019. Ergonomics of human-system interaction — Part 210: Human-centred design for interactive systems.
Mohit Jain, Puneet Mathur, Amit Saini, Vineet Dutt, Karanpreet Singh, and Ponnurangam Kumaraguru. 2019. Evaluating and informing the design of chatbots. arXiv preprint arXiv:1911.07612 (2019).
M Jia and L Jyou. 2021. The study of the application of a keywords-based chatbot system on the teaching of foreign languages. Journal of Intelligent & Fuzzy Systems (2021), 1–10.
Yucheng Jin, Xiaoying Zhang, and Wei Wang. 2019. MusicBot: Evaluating critiquing-based music recommenders with conversational interaction. ACM Transactions on Intelligent Systems and Technology (TIST) 10, 2 (2019), 1–22.
Ankur Joshi, Shital Kale, and Sarita Chandel. 2021. Likert scale: Explored and explained. Current Journal of Applied Science and Technology 38, 6 (2021), 1–7. DOI: 10.9734/cjast/2021/v38i630801
Markus Kattenbeck, Melanie A Kilian, Matthias Ferstl, Florian Alt, and Bernd Ludwig. 2018. Airbot: using a work flow model for proactive assistance in public spaces. In Proceedings of the 20th International Conference on Human-Computer Interaction with Mobile Devices and Services Adjunct. 213–220.
Staffs Keele 2007. Guidelines for performing systematic literature reviews in software engineering.
Soomin Kim, Joonhwan Lee, and Gahgene Gweon. 2019. Comparing data from chatbot and web surveys: Effects of platform and conversational style on survey response quality. In Proceedings of the 2019 CHI conference on human factors in computing systems. 1–12.
Bettina Laugwitz, Theo Held, and Martin Schrepp. 2008. Construction and evaluation of a user experience questionnaire. In HCI and Usability for Education and Work: 4th Symposium of the Workgroup Human-Computer Interaction and Usability Engineering of the Austrian Computer Society, USAB 2008, Graz, Austria, November 20-21, 2008. Proceedings 4. Springer, 63–76.
Yi-Chieh Lee, Naomi Yamashita, and Yun Huang. 2021. Exploring the effects of incorporating human experts to deliver journaling guidance through a chatbot. Proceedings of the ACM on Human-Computer Interaction 5, CSCW1 (2021), 1–27.
Yizhou Liu, Da-jung Kim, Ting Miao, and Yaliang Chuang. 2020. SlumberBot: An Interactive Agent for Helping Users Investigate Disturbance Factors of Sleep Quality. In Proceedings of the 11th Nordic Conference on Human-Computer Interaction: Shaping Experiences, Shaping Society. 1–4.
mobiletime. 2022. Mapa do Ecossistema Brasileiro de Bots 2022. [link].
Luthfi Nurul Hidayah Mudofi and Wardah Yuspin. 2022. Evaluating Quality of Chatbots and Intelligent Conversational Agents of BCA (Vira) Line. Interdisciplinary Social Studies 1, 5 (2022), 532–542.
SoHyun Park, Anja Thieme, Jeongyun Han, Sungwoo Lee, Wonjong Rhee, and Bongwon Suh. 2021. “I wrote as if I were telling a story to someone I knew.”: Designing Chatbot Interactions for Expressive Writing in Mental Health. In Designing Interactive Systems Conference 2021. 926–941.
Manuel Portela and Carlos Granell-Canut. 2017. A new friend in our smartphone? Observing interactions with chatbots in the search of emotional engagement. In Proceedings of the XVIII International Conference on Human Computer Interaction. 1–7.
Aleksandra Przegalinska, Leon Ciechanowski, Anna Stroz, Peter Gloor, and Grzegorz Mazurek. 2019. In bot we trust: A new methodology of chatbot performance measures. Business Horizons 62, 6 (2019), 785–797.
Amon Rapp, Lorenzo Curti, and Arianna Boldi. 2021. The human side of human-chatbot interaction: A systematic literature review of ten years of research on text-based chatbots. International Journal of Human-Computer Studies 151 (2021), 102630. DOI: 10.1016/j.ijhcs.2021.102630
Elayne Ruane, Sinead Farrell, and Anthony Ventresque. 2021. User Perception of Text-Based Chatbot Personality. In Chatbot Research and Design, Asbjørn Følstad, Theo Araujo, Symeon Papadopoulos, Effie L.-C. Law, Ewa Luger, Morten Goodwin, and Petter Bae Brandtzaeg (Eds.). Springer International Publishing, Cham, 32–47.
Gleison Santos, Ana Regina Rocha, Tayana Conte, Monalessa Perini Barcellos, and Rafael Prikladnicki. 2012. Strategic Alignment between Academy and Industry: A Virtuous Cycle to Promote Innovation in Technology. In 2012 26th Brazilian Symposium on Software Engineering. 196–200. DOI: 10.1109/SBES.2012.31
Martin Schrepp, Andreas Hinderks, and Jörg Thomaschewski. 2017. Design and evaluation of a short version of the user experience questionnaire (UEQ-S). International Journal of Interactive Multimedia and Artificial Intelligence, 4 (6), 103-108. (2017).
Bayan Abu Shawar and Eric Atwell. 2007. Chatbots: are they really useful?Journal for Language Technology and Computational Linguistics 22, 1 (2007), 29–49.
Forrest Shull, Jeffrey Carver, and Guilherme H Travassos. 2001. An empirical methodology for introducing software processes. ACM SIGSOFT Software Engineering Notes 26, 5 (2001), 288–296.
Marita Skjuve, Ida Maria Haugstveit, Asbjørn Følstad, and Petter B Brandtzaeg. 2019. Help! Is my Chatbot Falling into the Uncanny Valley? : An Empirical Study of User Experience in Human-Chatbot Interaction. Human Technology 15, 1 (2019), 30–54. DOI: 10.17011/ht/urn.201902201607
Jason Telner. 2021. Chatbot User Experience: Speed and Content Are King. In Advances in Artificial Intelligence, Software and Systems Engineering: Proceedings of the AHFE 2021 Virtual Conferences on Human Factors in Software and Systems Engineering, Artificial Intelligence and Social Computing, and Energy, July 25-29, 2021, USA. Springer, 47–54.
Carla Tubin, Joao Pedro Mazuco Rodriguez, and Ana Carolina Bertoletti de Marchi. 2022. User experience with conversational agent: A systematic review of assessment methods. Behaviour & Information Technology 41, 16 (2022), 3519–3529.
Andreas Veglis, Theodora A Maniou, 2019. Chatbots on the rise: A new narrative in journalism. Studies in Media and Communication 7, 1 (2019), 1–6.
Sarah Theres Völkel and Lale Kaya. 2021. Examining user preference for agreeableness in chatbots. In Proceedings of the 3rd Conference on Conversational User Interfaces. 1–6.
Rebecca Wald, Evelien Heijselaar, and Tibor Bosse. 2021. Make your own: The potential of chatbot customization for the development of user trust. In Adjunct Proceedings of the 29th ACM Conference on User Modeling, Adaptation and Personalization. 382–387.
Thiemo Wambsganss, Tobias Kueng, Matthias Soellner, and Jan Marco Leimeister. 2021. ArgueTutor: An adaptive dialog-based learning system for argumentation skills. In Proceedings of the 2021 CHI conference on human factors in computing systems. 1–13.
Ziang Xiao, Michelle X Zhou, and Wat-Tat Fu. 2019. Who should be my teammates: Using a conversational agent to understand individuals and help teaming. In Proceedings of the 24th International Conference on Intelligent User Interfaces. 437–447.
Heng Xu, Tamara Dinev, H Jeff Smith, and Paul Hart. 2008. Examining the formation of individual’s privacy concerns: Toward an integrative view. (2008).
Meaghan Yuen. 2022. Chatbot market in 2022: Stats, trends, and companies in the growing AI chatbot industry. [link].
Hyeonggeun Yun, Auejin Ham, Jin Kim, Taeyeong Kim, Jeongeun Kim, Haechan Lee, Jongrae Park, and Jinkyu Jang. 2020. Chatbot with Touch and Graphics: An Interaction of Users for Emotional Expression and Turn-taking. In Proceedings of the 2nd Conference on Conversational User Interfaces. 1–5.
Publicado
16/10/2023
Como Citar
DE SOUZA, Ana Carolina Rossi; MARIANO, Pamella Augusta De Lima; GUERINO, Guilherme Corredato; CHAVES, Ana Paula; VALENTIM, Natasha Malveira Costa.
Technologies for Hedonic Aspects Evaluation in Text-based Chatbots: A Systematic Mapping Study. In: SIMPÓSIO BRASILEIRO SOBRE FATORES HUMANOS EM SISTEMAS COMPUTACIONAIS (IHC), 22. , 2023, Maceió/AL.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2023
.
