Chatbotok a felhasználók szemszögéből
Szisztematikus irodalmi áttekintés
DOI:
https://doi.org/10.14267/VEZTUD.2024.07-08.07Kulcsszavak:
chatbot, humán-chatbot interakció, HCIAbsztrakt
A chatbotok alkalmazása az üzleti szervezetekben egyre elterjedtebbé válik. A felhasználói interfész kialakításánál a hatékonyság mellett az emberi értékeket, a felhasználók szociális és érzelmi igényeit is figyelembe kell venni. Éppen ezért kiemelten fontos megérteni az ember-chatbot interakció (HCI) hatását az egyének viselkedésére. Jelen cikk célja, hogy hozzájáruljon a felhasználók chatbotokkal kapcsolatos perspektívájának a feltárásához egy szisztematikus irodalmi áttekintésen keresztül. Az eredmények alapján láthatóvá vált, hogy a funkcionalitás mellett a szórakoztatás is fontos a felhasználók számára a chatbotokkal folytatott interakció során. Az ezt az igényt kielégítő emberi tulajdonságok megléte a chatbotok esetében azonban nem feltétlen nyújtja a felhasználóknak az elégedettség érzését, sokkal inkább a szorongás érzését válthatja ki.
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