The Chatbot Usability Scale: the Design and Pilot of a Usability Scale for Interaction with AI-Based Conversational Agents
(2021)
Journal Article
Borsci, S., Malizia, A., Schmettow, M., van der Velde, F., Tariverdiyeva, G., Balaji, D., & Chamberlain, A. (2022). The Chatbot Usability Scale: the Design and Pilot of a Usability Scale for Interaction with AI-Based Conversational Agents. Personal and Ubiquitous Computing, 26(1), 95-119. https://doi.org/10.1007/s00779-021-01582-9
Standardised tools to assess a user's satisfaction with the experience of using chatbots and conversational agents are currently unavailable. This work describes four studies; including a systematic literature review, with an overall sample of 141 pa... Read More about The Chatbot Usability Scale: the Design and Pilot of a Usability Scale for Interaction with AI-Based Conversational Agents.