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Does Media Richness Influence the User Experience of Chatbots: A Pilot Study

In: Information Systems and Neuroscience

Author

Listed:
  • Laurie Carmichael

    (HEC Montréal)

  • Sara-Maude Poirier

    (HEC Montréal)

  • Constantinos Coursaris

    (HEC Montréal)

  • Pierre-Majorique Léger

    (HEC Montréal)

  • Sylvain Sénécal

    (HEC Montréal)

Abstract

From a user’s perspective, this pilot study investigates the contributors and irritants related to the media content format used by chatbots to assist users in an online setting. In this study, we use automated facial expression analysis (AFEA), which analyses users’ facial expressions and captures the valence of their lived experience. A questionnaire and a single-question interview were also used to measure the users’ perceived experience. All measures taken together allowed us to explore the effects of three media content formats (i.e., an interactive question and answer (Q&A), a video, and a link referring to a webpage) used in chatbots on both the lived and perceived experiences of users. In line with Media Richness Theory (MRT), our results show that an interactive Q&A might be an optimal chatbot design approach in providing users with sought-after information or assistance with transactions. Moreover, important avenues for future research emerge from this study and will be discussed.

Suggested Citation

  • Laurie Carmichael & Sara-Maude Poirier & Constantinos Coursaris & Pierre-Majorique Léger & Sylvain Sénécal, 2021. "Does Media Richness Influence the User Experience of Chatbots: A Pilot Study," Lecture Notes in Information Systems and Organization, in: Fred D. Davis & René Riedl & Jan vom Brocke & Pierre-Majorique Léger & Adriane B. Randolph & Gernot (ed.), Information Systems and Neuroscience, pages 204-213, Springer.
    • Handle: RePEc:spr:lnichp:978-3-030-88900-5_23
    DOI: 10.1007/978-3-030-88900-5_23
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