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Conference Paper
UX Design and Evaluation on Conversational Bot Supporting Multi-Turn and Multi-Domain Dialogues
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- Authors
- Junseong Bang, Sunghee Ahn
- Issue Date
- 2022-08
- Citation
- International Conference on Platform Technology and Service (PlatCon) 2022, pp.92-97
- Publisher
- IEEE
- Language
- English
- Type
- Conference Paper
- Abstract
- In this paper, UX design and evaluation metrics for a conversational bot, especially, a voice-bot supporting multi-turn and multi-domain conversations, are studied. For a voicebot, user satisfaction can be affected by the number of dialogue turns, the number of conversation topics, and the amount of information. New evaluation metrics for UX on the voice-bot are introduced under a persona design framework for the public sector. Also, comparison of evaluation metrics among a text-bot, a voice-bot with few-turn and single-domain, and a voice-bot with multi-turn and multi-domain are presented. By referring to the presented UX evaluation metrics, it is possible to design a conversational bot to improve user experience and provide human-centered services.
- KSP Keywords
- Design evaluation, Multi-Domain, Public Sector, UX design, UX evaluation, User Satisfaction, design framework, evaluation metrics, human-centered services, single domain, user experience