Investigando a experiência do usuário com um chatbot de atendimento ao cliente: um caso com o software de uma operadora de telecomunicações
Resumo
No setor comercial, os chatbots são amplamente utilizados para fornecer atendimento ao cliente. Quando os clientes não conseguem obter uma experiência satisfatória com o serviço de atendimento prestado pelo chatbot, eles podem ficar insatisfeitos e abandonar o uso dos serviços da empresa. Portanto, a experiência do usuário com o chatbot é de extrema importância. Este estudo analisou a experiência de 15 usuários que interagiram com o chatbot de atendimento ao cliente de uma das principais operadoras de telefonia móvel no Brasil. Os resultados deste estudo indicam uma avaliação neutra da experiência dos usuários ao interagir com o chatbot, o que demonstra que a experiência com o serviço de atendimento não foi prejudicada pelo chatbot. Algumas oportunidades de aprimoramento da interação foram identificadas e podem servir de apoio a desenvolvedores de chatbots.Referências
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Cavalcante, E., Rivero, L., and Conte, T. (2015). Max: A method for evaluating the postuse user experience through cards and a board. In 27th International Conference on Software Engineering and Knowledge Engineering (SEKE 2015), pages 495–500.
Cheng, X., Bao, Y., Zarifis, A., Gong, W., and Mou, J. (2021). Exploring consumers’ response to text-based chatbots in e-commerce: the moderating role of task complexity and chatbot disclosure. Internet Research, 32(2):496–517.
Følstad, A. and Brandtzaeg, P. B. (2020). Users’ experiences with chatbots: findings from a questionnaire study. Quality and User Experience, 5(1):3.
Følstad, A., Nordheim, C. B., and Bjørkli, C. A. (2018). What makes users trust a chatbot for customer service? an exploratory interview study. In Internet Science: 5th International Conference, pages 194–208.
Følstad, A. and Skjuve, M. (2019). Chatbots for customer service: user experience and motivation. In International conference on conversational user interfaces, pages 1–9.
GARTNER (2019). Market guide for virtual customer assistants. Technical report. Disponível em: [link]. Acesso em: 22 mar. 2023.
Hassenzahl, M. (2008). User experience (ux) towards an experiential perspective on product quality. In Proceedings of the 20th Conference on l’Interaction Homme-Machine, pages 11–15.
Hassenzahl, M. (2018). The thing and i: understanding the relationship between user and product. Funology 2: from usability to enjoyment, pages 301–313.
Hassenzahl, M., Burmester, M., and Koller, F. (2003). Attrakdiff: Ein fragebogen zur messung wahrgenommener hedonischer und pragmatischer qualität. Mensch & Computer 2003: Interaktion in Bewegung, pages 187–196.
Hassenzahl, M., Law, E. L.-C., and Hvannberg, E. T. (2006). User experience-towards a unified view. Ux Ws Nordichi, 6:1–3.
Haugeland, I. K. F., Følstad, A., Taylor, C., and Bjørkli, C. A. (2022). Understanding the user experience of customer service chatbots: An experimental study of chatbot interaction design. International Journal of Human-Computer Studies, 161:102788.
Kvale, K., Freddi, E., Hodnebrog, S., Sell, O. A., and Følstad, A. (2020). Understanding the user experience of customer service chatbots: what can we learn from customer satisfaction surveys? In International Workshop on Chatbot Research and Design, pages 205–218.
Misischia, C. V., Poecze, F., and Strauss, C. (2022). Chatbots in customer service: Their relevance and impact on service quality. Procedia Computer Science, 201:421–428.
Sauro, J. (2015). Supr-q: A comprehensive measure of the quality of the website user experience. Journal of usability studies, 10(2).
Schankin, A., Budde, M., Riedel, T., and Beigl, M. (2022). Psychometric properties of the user experience questionnaire (ueq). In Conference on human factors in computing systems, pages 1–11.
Schloss, D., Gnewuch, U., and Maedche, A. (2022). Towards designing a conversation mining system for customer service chatbots. In International Conference on Information Systems.
van der Goot, M. J., Hafkamp, L., and Dankfort, Z. (2020). Customer service chatbots: A qualitative interview study into the communication journey of customers. In International Workshop on Chatbot Research and Design, pages 190–204.
Barbosa, M., Nakamura, W. T., Valle, P., Guerino, G. C., Finger, A. F., Lunardi, G. M., and Silva, W. (2022). Ux of chatbots: An exploratory study on acceptance of user experience evaluation methods. In International Conference on Enterprise Information Systems, pages 355–363.
Basili, V. R., Caldeira, G., and Rombach, H. D. (1994). Goal question metric paradigm. Encyclopedia of software engineering, 1(528-532):6.
Cavalcante, E., Rivero, L., and Conte, T. (2015). Max: A method for evaluating the postuse user experience through cards and a board. In 27th International Conference on Software Engineering and Knowledge Engineering (SEKE 2015), pages 495–500.
Cheng, X., Bao, Y., Zarifis, A., Gong, W., and Mou, J. (2021). Exploring consumers’ response to text-based chatbots in e-commerce: the moderating role of task complexity and chatbot disclosure. Internet Research, 32(2):496–517.
Følstad, A. and Brandtzaeg, P. B. (2020). Users’ experiences with chatbots: findings from a questionnaire study. Quality and User Experience, 5(1):3.
Følstad, A., Nordheim, C. B., and Bjørkli, C. A. (2018). What makes users trust a chatbot for customer service? an exploratory interview study. In Internet Science: 5th International Conference, pages 194–208.
Følstad, A. and Skjuve, M. (2019). Chatbots for customer service: user experience and motivation. In International conference on conversational user interfaces, pages 1–9.
GARTNER (2019). Market guide for virtual customer assistants. Technical report. Disponível em: [link]. Acesso em: 22 mar. 2023.
Hassenzahl, M. (2008). User experience (ux) towards an experiential perspective on product quality. In Proceedings of the 20th Conference on l’Interaction Homme-Machine, pages 11–15.
Hassenzahl, M. (2018). The thing and i: understanding the relationship between user and product. Funology 2: from usability to enjoyment, pages 301–313.
Hassenzahl, M., Burmester, M., and Koller, F. (2003). Attrakdiff: Ein fragebogen zur messung wahrgenommener hedonischer und pragmatischer qualität. Mensch & Computer 2003: Interaktion in Bewegung, pages 187–196.
Hassenzahl, M., Law, E. L.-C., and Hvannberg, E. T. (2006). User experience-towards a unified view. Ux Ws Nordichi, 6:1–3.
Haugeland, I. K. F., Følstad, A., Taylor, C., and Bjørkli, C. A. (2022). Understanding the user experience of customer service chatbots: An experimental study of chatbot interaction design. International Journal of Human-Computer Studies, 161:102788.
Kvale, K., Freddi, E., Hodnebrog, S., Sell, O. A., and Følstad, A. (2020). Understanding the user experience of customer service chatbots: what can we learn from customer satisfaction surveys? In International Workshop on Chatbot Research and Design, pages 205–218.
Misischia, C. V., Poecze, F., and Strauss, C. (2022). Chatbots in customer service: Their relevance and impact on service quality. Procedia Computer Science, 201:421–428.
Sauro, J. (2015). Supr-q: A comprehensive measure of the quality of the website user experience. Journal of usability studies, 10(2).
Schankin, A., Budde, M., Riedel, T., and Beigl, M. (2022). Psychometric properties of the user experience questionnaire (ueq). In Conference on human factors in computing systems, pages 1–11.
Schloss, D., Gnewuch, U., and Maedche, A. (2022). Towards designing a conversation mining system for customer service chatbots. In International Conference on Information Systems.
van der Goot, M. J., Hafkamp, L., and Dankfort, Z. (2020). Customer service chatbots: A qualitative interview study into the communication journey of customers. In International Workshop on Chatbot Research and Design, pages 190–204.
Publicado
21/07/2024
Como Citar
CARVALHO, Ana Paula Pereira Lopes de; PASCHOAL, Leo Natan.
Investigando a experiência do usuário com um chatbot de atendimento ao cliente: um caso com o software de uma operadora de telecomunicações. In: WORKSHOP SOBRE ASPECTOS SOCIAIS, HUMANOS E ECONÔMICOS DE SOFTWARE (WASHES), 9. , 2024, Brasília/DF.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2024
.
p. 58-69.
ISSN 2763-874X.
DOI: https://doi.org/10.5753/washes.2024.2635.
