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http://dx.doi.org/10.15207/JKCS.2017.8.9.271

Evaluation on the Usability of Chatbot Intelligent Messenger Mobile Services -Focusing on Google(Allo) and Facebook(M messenger)  

Kang, Hee Ju (Digital Media Design, International Design School for Advanced Studies, Hongik University)
Kim, Seung In (Digital Media Design, International Design School for Advanced Studies, Hongik University)
Publication Information
Journal of the Korea Convergence Society / v.8, no.9, 2017 , pp. 271-276 More about this Journal
Abstract
This project has been conducted to improve the usability of Chatbot Services such as Google(Allo) and Facebook M(Messenger. Based on the evaluation, this study aims to suggest the solutions to improve the usability of domestic Chatbot services and future directions for their development. It provides the overall understanding of the AI Chatbot service and the feature of Chatbot service through literature search. Furthermore, we summarized the current standing and the prospect of domestic messenger-based assistant Chatbot services. For conducting user evaluation, Peter Morville's honeycomb model is applied to in-depth user interviews. The followings are elements that could be amended to improve the service. The service should be incorporated by intuitive elements for users' understanding its functions and eliminate any elements that interfere with usability. The accuracy should be increased to improve the user satisfaction. This research will provide the future guidelines to improve the usability of Chabot services through continuous evaluation by users.
Keywords
Chatbot Services; Intelligent messenger; Mobile Service; App Service; User Experience;
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Times Cited By KSCI : 3  (Citation Analysis)
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