How the integration of implicit and explicit techniques may enhance the measurement of chatbots user engagement

Zusammenfassung

Chatbots have become increasingly popular over the past years as a useful tool to provide customer service.(Følstad & Skjuve, 2019; Go & Sundar, 2019). Various sectors have adopted this technology in order to improve the experience of their customers and provide support in their search for information and customer service. Considering that one of the most important factors for introducing a chatbot in a business is to improve customer experience which includes greater engagement, the aim of this research to provide evidence about how the integration of subjective (self-reported) and objective (implicit) metrics of user reactions to chatbots may provide a more comprehensive measurement of user engagement to this technology, and (2) to analyse how chatbot engagement may vary between different sectors such as banking, insurance and tourism considering the appearance of the chatbot (text-based vs. avatar).