Chatbot Personalities Matters: Improving the User Experience of Chatbot Interfaces

Abstract

In this study, we investigated the impact of a match in personality between a chatbot and the user. Previous research have proposed that personality can offer a stable pattern to how chatbots are perceived, and add consistency to the user experience. The assumptions regarding the effects of personality was investigated by measuring the effects of two chatbot agents, with two levels of personality, on the user experience. This study found that personality has a significant positive effect on the user experience of chatbot interfaces, but this effect is dependent on context, the job it performs, and its user group.