Keystroke-Level Model to Evaluate Chatbot Interface for Reservation System

The tour package reservation system is an important part of improving tourism services. Reservations must be able to meet the information needs of prospective customers and can serve the desired tour package bookings. A reservation system is usually a form that must be filled in sequence by prospective visitors. This paper discusses the evaluation of the application of the chatbot interface on the reservation system with the keystroke-level model. Changing the interaction design that previously did the task fills out the form into a conversation interaction. The aim is to increase the speed of the ordering process through the system. Prospective visitors do not need to fill in the form, they only need to have a conversation with the system while entering the order data. The evaluation results using the keystroke-level model show that the chatbot interface can increase the speed of the process by shortening steps

Trends and challenges of e-government chatbots: Advances in exploring open government data and citizen participation content

This work was supported by the Spanish Ministry of Science and Innovation (PID2019-108965GB-I00) and the Regional Government of Andalusia (P20_00314 and B-SEJ-556-UGR20). The authors thank all people who participated in the reported studies.In this paper, we propose a conceptual framework composed of a number of e-government, implementation and evaluation-oriented variables, with which we jointly analyze chatbots presented in the research literature and chatbots deployed as public services in Spain at national, regional and local levels. As a result of our holistic analysis, we identify and discuss current trends and challenges in the development and evaluation of chatbots in the public administration sector, such as focusing the use of the conversational agents on the search for government information, documents and services –leaving citizen consultation and collaboration aside–, and conducting preliminary evaluations of prototypes in limited studies, lacking experiments on deployed systems, with metrics beyond effectiveness and usability –e.g., metrics related to the generation of public values. Addressing some of the identified challenges, we build and evaluate two novel chatbots that present advances in the access to open government data and citizen participation content. Moreover, we come up with additional, potential research lines that may be considered in the future for a new generation of e-government chatbots.Spanish Ministry of Science and Innovation (PID2019-108965GB-I00)Regional Government of Andalusia (P20_00314 and B-SEJ-556-UGR20