Far from being ‘intelligent’, today’s chatbots guide users through simple linear flows, and our user research shows that they have a hard time whenever users deviate from such flows, writes Raluca Budiu of the Nielsen Norman Group [NNGroup].
To understand the usability of chatbots, NNGroup recruited 8 US participants and asked them to perform a set of chat-related tasks on mobile (5 participants) and desktop (3 participants). Some of the tasks involved chatting for customer-service purposes with either humans or bots, and others targeted Facebook Messenger or SMS-based chatbots.
Interaction chatbots seemed to best resemble Alexa skills: they were designed to guide the user through a small number of tasks. Tasks supported by the bots are best conceptualized as linear flows with a limited number of branches that depend on the acceptable user answers. The bot asks a question and the answers serve to advance the bot on the right branch of the flow. When the user is compliant with the flow and provides ‘legal’ answers that are in line with the system’s expectations, without jumping steps or using unknown words, the experience feels successful and smooth. However, as soon as users deviated from the prescribed script, problems occurred.
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Experientia is proud to have been a key participant at the Roche Innovation Summit, held at Roche headquarters in Basel Switzerland on 19 June 2018. Themed “Transforming the Healthcare Experience Together”, the summit aimed to galvanize the Roche community around the future transformation of healthcare and diagnostics. With 800 attendees from Roche and Genentech global […]
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Technology is radically changing the world of healthcare and acts at different levels in support of different stakeholders. There are several digital tools on the market (e.g. wearables, virtual reality, robotics, etc.), many of which work in integration with each other, for example, wearables connected to IOT applications. Experientia’s report provide an overview of some […]