Browse > Article

UX Evaluation of Financial Service Chatbot Interactions  

Cho, Gukae (홍익대학교 시각디자인학과)
Yun, Jae Young (홍익대학교 시각디자인학과)
Publication Information
Journal of the HCI Society of Korea / v.14, no.2, 2019 , pp. 61-69 More about this Journal
Abstract
Recently, as a new ICT trend, emerging chatbots are actively introduced in the field of finance. Chatbot conducts services through the interaction of communication with users. The purpose of this study is to investigate the effect of interaction dialogue type on the efficiency, usability, sensibility and perceived security of financial service chatbot. Based on theoretical considerations, I have divided into closed conversation, open conversation, and mixed conversation type based on the conversation style based on the implementation method of chatbot. Three types of Financial Chatbot prototypes were made and the experiments were conducted after account inquiry, account transfer, Q & A financial task execution. As a result of experimental research analysis, chatbot's interaction dialogue type was found to affect efficiency and usability. Users have shown that the interaction of closed conversations and mixed conversations is an intuitive interface that allows financial services to be easily manipulated without error. This study will be used as a resource to improve the user experience that requires deep understanding of financial chatbot users who should consider both the emotional element of artificial intelligence that provides services through natural conversation and the functional elements that perform financial business can be.
Keywords
Chatbot; Financial Service Chatbot; Interaction Design; UX;
Citations & Related Records
연도 인용수 순위
  • Reference
1 오정연. 모바일시대를 넘어 AI 시대로. IT&Future Strategy 제7호. 서울: 한국정보화진흥원편집부. 2010.
2 오세욱. 미디어로서의 봇(bot)-뉴스 챗봇에 대한 시론적 논의. 한국언론정보학보 79. pp. 70-103. 2016.
3 Marous, J. Meet 11 of the Most Interesting Chatbots in Banking. https://thefinancialbrand.com/71251/chatbots-banking-trends-ai-cx December 1. 2018.
4 정태기. 핀테크 금융서비스 특성이 수용의도에 미치는 영향에 관한 연구: 모바일 뱅킹을 중심으로. 박사학위논문. 부산대학교 대학원. 대한민국: 부산광역시. 2017.
5 이상일.텍스트의 재발견 금융권에서 '챗봇'으로 화려한 부활. http://ddaily.co.kr/m/m_article.html?no=151813 2018.10.1.
6 Vronay, D., Smith, M. and Drucker, S. Alternative interfaces for chat. In Proceedings of the 12th annual ACM symposium on User interface software and technology. ACM. pp. 19-26. 1999.
7 Burak, A. and Sharon, T. Usage patterns of FriendZone: mobile location-based community services. In Proceedings of the 3rd international conference on Mobile and ubiquitous multimedia. ACM. pp. 93-100. 2004.
8 킨조 신이치로. 챗봇혁명. 서울: e비즈북스. 2017.
9 Kothari, A., Zyane, R. and Hoover, J. Chatbots for eCommerce: Learn how to build a virtual shopping assistant. Bleeding Edge Press. 2017.
10 편집부. AI기반 챗봇(Chatbot)의 기술동향 및 시장 전망-대화형 인공지능 챗봇의 진화. 서울: 하연. 2018.
11 Stefan Kojouharov. Ultimate Guide to Leveraging NLP & Machine Learning for your Chatbot. https://chatbotslife.com/ultimate-guide-to-leveraging-nlp-machine-learning-for-you-chatbot-531ff2dd870c January 12. 2019.
12 강석태. 문답으로 알아보는 챗봇. https://blog.lgcns.com/1318 2018.12.1.
13 김진우. Human Computer Interaction 개론. 서울: 안그라픽스. 2012.
14 한상희. 스마트뱅킹 서비스의 UX 평가 및 분석- 지문인식 방식을 적용한 이체를 중심으로. 석사학위논문. 한양사이버대학교 디자인대학원. 대한민국: 서울 2014.
15 김동호. 금융사 대고객 서비스의 RPA(Robotic Process Automation) 도입 방향성 및 기대효과에 관한 연구. 석사학위논문. 연세대학교 경제대학원 금융공학 전공. 대한민국: 서울. 2018.
16 Dootson, P., Beatson, A. and Drennan, J. Financial institutions using social media-do consumers perceive value?. International Journal of Bank Marketing. 34(1). Emerald Group. pp. 9-36. 2016.   DOI