The usability analysis of chatbot technologies for internal personnel communications

Julia Saenz, Walker Burgess, Elizabeth Gustitis, Andres Mena, Farzan Sasangohar

Research output: Chapter in Book/Report/Conference proceedingConference contribution

6 Scopus citations

Abstract

The emergence and pervasiveness of the Internet provides opportunities for new types of communications between customers and service providers. One such technology is a chatbot: a computer program that simulates a human conversation enabled by the Internet. Chatbots are currently used for a variety of reasons, from daily weather reports to ordering pizza! In this paper we present the investigation of chatbot technologies for an industry partner to better their internal communication process between field technicians and engineers. Implementation of this technology will automate the technician-to-engineer communication process and thus will result in a much more efficient system. Our team followed a human factors engineering methodology where we compared different chatbot platforms (IBM, Pandora, Self-development Kit) via usability testing. User feedback was derived systematically from a wide range of users and usability of several platforms was tested using a cognitive walkthrough and the data was quantified using a System Usability Scale (SUS). The majority of the participants in this research study (eight out of 10) preferred IBM's Watson. This platform received an average SUS score rating of 81.9 out of 100.

Original languageEnglish (US)
Title of host publication67th Annual Conference and Expo of the Institute of Industrial Engineers 2017
PublisherInstitute of Industrial Engineers
Pages1357-1362
Number of pages6
ISBN (Electronic)9780983762461
StatePublished - 2017
Event67th Annual Conference and Expo of the Institute of Industrial Engineers 2017 - Pittsburgh, United States
Duration: May 20 2017May 23 2017

Other

Other67th Annual Conference and Expo of the Institute of Industrial Engineers 2017
CountryUnited States
CityPittsburgh
Period5/20/175/23/17

ASJC Scopus subject areas

  • Industrial and Manufacturing Engineering

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