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Chatbot Personalities Matters

Improving the User Experience of Chatbot Interfaces

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Book cover Internet Science (INSCI 2018)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 11551))

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Abstract

In this study, we investigated the impact of a match in personality between a chatbot and the user. Previous research have proposed that personality can offer a stable pattern to how chatbots are perceived, and add consistency to the user experience. The assumptions regarding the effects of personality was investigated by measuring the effects of two chatbot agents, with two levels of personality, on the user experience. This study found that personality has a significant positive effect on the user experience of chatbot interfaces, but this effect is dependent on context, the job it performs, and its user group.

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Author information

Authors and Affiliations

  1. Norwegian University of Science and Technology, Gjovik, Norway

    Tuva Lunde Smestad & Frode Volden

Authors
  1. Tuva Lunde Smestad
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  2. Frode Volden
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Corresponding author

Correspondence to Tuva Lunde Smestad .

Editor information

Editors and Affiliations

  1. St. Petersburg State University, St. Petersburg, Russia

    Svetlana S. Bodrunova

  2. National Research University Higher School of Economics, St. Petersburg, Russia

    Olessia Koltsova

  3. SINTEF, Trondheim, Norway

    Asbjørn Følstad

  4. Inria, Le Chesnay, France

    Harry Halpin

  5. National Research University Higher School of Economics, Moscow, Russia

    Polina Kolozaridi

  6. National Research University Higher School of Economics, Moscow, Russia

    Leonid Yuldashev

  7. St. Petersburg State University, St. Petersburg, Russia

    Anna Smoliarova

  8. TU München, Munich, Germany

    Heiko Niedermayer

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Smestad, T.L., Volden, F. (2019). Chatbot Personalities Matters. In: Bodrunova, S., et al. Internet Science. INSCI 2018. Lecture Notes in Computer Science(), vol 11551. Springer, Cham. https://doi.org/10.1007/978-3-030-17705-8_15

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  • DOI: https://doi.org/10.1007/978-3-030-17705-8_15

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-17704-1

  • Online ISBN: 978-3-030-17705-8

  • eBook Packages: Computer ScienceComputer Science (R0)

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