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A Convergence Study on the Chatbot (Voice-based/Messenger-based) in Mobile Shopping and User Experience in App Services
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모바일 쇼핑의 챗봇(음성 기반/메신저 기반)과 앱 서비스의 사용자 경험에 관한 융합적 연구

논문 기본 정보

Type
Academic journal
Author
Kim, Ok Kyeong (홍익대학교) Yun, Jae Young (홍익대학교)
Journal
Korea Institute of Exhibition Industry convergence The Korean Society of Science & Art Vol.37 No.2 KCI Accredited Journals
Published
2019.3
Pages
47 - 59 (13page)
DOI
10.17548/ksaf.2019.03.30.47

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A Convergence Study on the Chatbot (Voice-based/Messenger-based) in Mobile Shopping and User Experience in App Services
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`Chatbot` service is receiving attention as a means to secure new competitive edge in mobile shopping as it enables interactive response to information that users want. This study compares and analyzes user experience in 1) voice-based chatbot, 2) messenger-based chatbot, and 3) app service based on seven factors of Peter Morville`s Honeycomb model. Also it verifies the influence of individual innovation, age, and gender in each service type and user experience, and explores the direction and activation of chatbot services to be developed in the future. Thus, we targeted 179 Men and women in their 20s to 50s, and conducted by allowing the service to execute the search for the products directly to the payment process, and by randomly collecting 10 people, the in-depth interview was conducted with them. The results of the study are as follows. First, voice-based chatbot was rated highly for its value in terms of providing users with products they wanted, but it was found that interface factors were less experienced for comparing prices with product information, although other factors were considered to be less attractive due to errors in technical completeness of speech recognition. Second, the higher the individual`s innovation, the lower the age, the higher the attraction to voice-based chatbot, and the less effective it was to control the gender. We hope that the strategies presented in this study will be applied to the mobile shopping area to improve user experience in chatbot.
#Convergence Study(융합적 연구) #Messenger Chatbot (메신저 챗봇) #User Experience(사용자 경험) #Voice Chatbot(음성 챗봇)

Contents

Abstract
국문초록
I. 서론
Ⅱ. 이론적 배경
Ⅲ. 연구방법
Ⅳ. 연구결과
V. 결론 및 제언
Reference

References (27)

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Agarwal, R. / 1998 / A conceptual and operational definition of personal innovativeness in the domain of information technology / Information systems research 9(2) google schola Choi, Soo Min / 2018 / An Analysis and Design Study on the Personalization Factors and Interaction for Improved Reliability of Mobile Messenger Artificial Intelligence google schola Choi, Soo Min / 2017 / Analysis on the Conversational Commerce Service Interface of the AI Chat-Bot Based on Mobile Messenger Apps / Proceedings of HCI Korea google schola Desmet, Hekkert / 2007 / Framework of Product Experience / International Journal of Design 1(1) google schola Donald Norman / 2010 / Emotional design / Hakjisa google schola

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