A qualitative study of interaction with AI-powered chatbots to optimise user experience

• Literature Review
• Data collection through methods: evaluation of AI-powered applications, user interviews, and observation
• Analysis
• Identifying significant factors within specific problem areas that impact the user experience
  
• Formulating recommendations that can increase user satisfaction as a contribution to future work in developing AI-powered applications

Implementing artificial intelligence in products and services has increased significantly in recent years. AI tools, such as chatbots integrated into applications and websites, have become popular among companies to simplify work-related tasks and improve user satisfaction. “Chatbot” is software that uses different techniques and models to understand and answer users’ questions, simulate human conversation, and handle various tasks. However, users have become more doubtful about AI using implicit and explicit in products and services and how it affects interaction and decision-making. This means that developers and designers of AI-powered chatbots must consider user experiences and reflect on the usability and user experience of the chatbots. Therefore, this work aimed to investigate the use of interfaces in applications based on AI-powered chatbots to identify factors that optimise the user experience. To reach this purpose, I collected information about users’ experiences and preferences through qualitative research methods, literature review, interviews, and observation. As a result, the collected data identified twelve qualitative factors within four problem areas: communication, human control, transparency in system functions, and visual presentation, which impact the user experience. This study suggested recommendations considering these factors that can increase user satisfaction and contribute to future work in developing applications based on artificial intelligence. Read the whole rapport of this study here.