Challenge
Chatbots are being deployed to a variety of service contexts, including those where the customer is under considerable stress. In such settings, questions remain regarding how best to faciliate collaboration between chatbots and users.
Approach
In the current project, in a roadside assistance setting, we examine how design cues used to outline the chatbot’s role should be suited to cognitive load induced by the service environment.
Results
We find that in high-load environments (i.e., complex and unfamiliar), low-load chatbot role schemas (i.e., low degree of cue variation) are preferrable by not burdening information processing while it is already under strain. Conversely, in low-load environments (i.e., simple and familiar), high-load chatbot role schemas (i.e., high degree of cue variation) are preferable by increasing customer information processing rate.
Project Status
Completed
Lead Researchers
Dr. Joseph Ollier, Michaela Benk
