@InProceedings{Schaffer2024_1200,
<br/>   author = {Stefan Schaffer and Eva Schwaetzer and Aaron Ruß and Oliver Gustke},
<br/>   booktitle = {Studientexte zur Sprachkommunikation: Elektronische Sprachsignalverarbeitung 2024},
<br/>   title = {Chatbot in the Museum - A Field Study of User Experience and Modality Usage},
<br/>   year = {2024},
<br/>   editor = {Timo Baumann},
<br/>   month = mar,
<br/>   pages = {13--21},
<br/>   publisher = {TUDpress, Dresden},
<br/>   abstract  = {This paper describes a field study conducted with a museum chatbot at
the Städel Museum Frankfurt. The chatbot uses the BERT language model for natural
language processing and can be operated via touchscreen as well as via speech
input. Prior to the study, hypotheses regarding the user experience of the system
were formulated and a system-specific questionnaire was designed, which was used
to inquire (among other things) about the perceived quality of the speech output and
the frequency of audio guide use in museums. During the interaction with the chatbot,
log data was collected and stored in the back-end system. The results show a
significant correlation between perceived speech quality and user experience. An
exploratory data analysis revealed that participants who used only speech input
rated the system as significantly more stimulating than participants who used only
touch input. Touch input turned out to be the most efficient input modality in terms
of answer correctness and was rated highest regarding pragmatic quality. Interestingly
touch input was preferred by younger participants. We discuss our findings
and conclude that speech interaction should be seriously considered to create engaging
conversational user experiences in museums.},
<br/>   isbn = {978-3-95908-325-6},
<br/>   issn = {0940-6832},
<br/>   keywords = {Chatbots und Dialogsysteme},
<br/>   url = {https://www.essv.de/pdf/2024_13_21.pdf},
<br/>   doi = {10.35096/othr/pub-7075},
<br/>}