The aim of the paper is to explore two directions, one is the use of conversational
chatbots for the purpose of data collection, and the other is the analysis of user
experience in the usage of chatbots when it comes to various customer services.
Regarding survey chatbot, the paper discusses existing obstacles of static online
surveys, and through the presented steps of chatbot design, demonstrated the
ease of designing and distributing chatbot for research purposes. On the other
hand, through the conducted research, which included 200 respondents from
the Serbian market, research shows that chatbots are not so widely used (only
44% have used chatbot), and even 88% of respondents would use human rather
than Chabot. However, through analysis of existing research that involved other
markets, results have shown that most respondents feel more relaxed and have
fun when using a chatbot. Still, the main obstacle, in general, is the lack of social
capabilities of chatbots.
I. Đuka, A. Njeguš, “Conversational Survey Chatbot: User Experience and Perception,” in Sinteza 2021 - International Scientific Conference on Information Technology and Data Related Research, Belgrade, Singidunum University, Serbia, 2021, pp. 322-327. doi:10.15308/Sinteza-2021-322-327
Đuka, I., Njeguš, A. (2021). Conversational Survey Chatbot: User Experience and Perception. Paper presented at Sinteza 2021 - International Scientific Conference on Information Technology and Data Related Research. doi:10.15308/Sinteza-2021-322-327