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Usability evaluation of a conversational artificial intelligence interface

Abstract:

In this research, the usability of a Conversational Artificial Intelligence environment is evaluated from the metrics of effectiveness, efficiency and satisfaction, taking as a case of the virtual assistant "Max" of the Private Technical University of Loja (UTPL). The evaluation is carried out virtually, with the participation of 45 members of the university community (15 students, 15 parents, and 15 outsiders). An initial informative test prior to interaction is proposed; and the usability questionnaire PSSUQ (Adaptation to Spanish CSUQ) after the interaction. The research has a quantitative approach, with a concurrent and quasi-experimental design of a transectional type, and a descriptive scope. The results obtained show that the level of effectiveness, efficiency and satisfaction metrics are low, so it is concluded that the interaction strategy of the UTPL Virtual Assistant "Max" should be reviewed.