Implementation of the Conversational Hybrid Design Model to Improve Usability in the FAQ

Abstract

FAQ is an important part of a system because it is used to make it easier for users to solve problems faced by users. Some FAQ systems have even started using Chatbot technology to make it easier for users. Chatbots have been widely used as a medium for services in almost all fields. Starting from marketing, service systems, education, health, culture and entertainment. Various types of chatbots have sprung up, ranging from text-based like short messaging applications to voice-based ones. However, not all forms of chatbot designs have been successfully implemented in the FAQ system. Adjustments need to be made, especially considering the persona of the user. This research provides a solution by implementing a hybrid conversational design. Hybrid conversation design is accomplished by incorporating text, voice, and buttons into the chatbot interface. Conversation activities with this hybrid interface provide keywords that users may search for in the form of buttons. The hybrid design of the FAQ Chatbot is proven to be able to improve user usability compared to full text chatbots and full text FAQs. The increase in user usability is measured using UEQ, the results of which show an increase in usability from all existing aspects. However, the implementation of this hybrid design also has the consequence that the conversation management system must have structured initial information.

Keywords

• chatbot; hybrid conversational; usability; faq; ueq