Implementation of the Conversational Hybrid Design Model to Improve Usability in the FAQ
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 m...
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Ikatan Ahli Informatika Indonesia
2022-07-01
|
| Series: | Jurnal RESTI (Rekayasa Sistem dan Teknologi Informasi) |
| Subjects: | |
| Online Access: | http://jurnal.iaii.or.id/index.php/RESTI/article/view/3816 |
| _version_ | 1797334088174010368 |
|---|---|
| author | Supriyanto Ika Arfiani Zain Ahmad Taufik |
| author_facet | Supriyanto Ika Arfiani Zain Ahmad Taufik |
| author_sort | Supriyanto |
| collection | DOAJ |
| description | 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. |
| first_indexed | 2024-03-08T08:15:37Z |
| format | Article |
| id | doaj.art-9d0ec8c10ca0474582a752f0902d39b9 |
| institution | Directory Open Access Journal |
| issn | 2580-0760 |
| language | English |
| last_indexed | 2024-03-08T08:15:37Z |
| publishDate | 2022-07-01 |
| publisher | Ikatan Ahli Informatika Indonesia |
| record_format | Article |
| series | Jurnal RESTI (Rekayasa Sistem dan Teknologi Informasi) |
| spelling | doaj.art-9d0ec8c10ca0474582a752f0902d39b92024-02-02T07:42:51ZengIkatan Ahli Informatika IndonesiaJurnal RESTI (Rekayasa Sistem dan Teknologi Informasi)2580-07602022-07-016346647010.29207/resti.v6i3.38163816Implementation of the Conversational Hybrid Design Model to Improve Usability in the FAQSupriyanto0Ika Arfiani1Zain Ahmad TaufikUniversitas Ahmad DahlanUniversitas Ahmad DahlanFAQ 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.http://jurnal.iaii.or.id/index.php/RESTI/article/view/3816chatbot; hybrid conversational; usability; faq; ueq |
| spellingShingle | Supriyanto Ika Arfiani Zain Ahmad Taufik Implementation of the Conversational Hybrid Design Model to Improve Usability in the FAQ Jurnal RESTI (Rekayasa Sistem dan Teknologi Informasi) chatbot; hybrid conversational; usability; faq; ueq |
| title | Implementation of the Conversational Hybrid Design Model to Improve Usability in the FAQ |
| title_full | Implementation of the Conversational Hybrid Design Model to Improve Usability in the FAQ |
| title_fullStr | Implementation of the Conversational Hybrid Design Model to Improve Usability in the FAQ |
| title_full_unstemmed | Implementation of the Conversational Hybrid Design Model to Improve Usability in the FAQ |
| title_short | Implementation of the Conversational Hybrid Design Model to Improve Usability in the FAQ |
| title_sort | implementation of the conversational hybrid design model to improve usability in the faq |
| topic | chatbot; hybrid conversational; usability; faq; ueq |
| url | http://jurnal.iaii.or.id/index.php/RESTI/article/view/3816 |
| work_keys_str_mv | AT supriyanto implementationoftheconversationalhybriddesignmodeltoimproveusabilityinthefaq AT ikaarfiani implementationoftheconversationalhybriddesignmodeltoimproveusabilityinthefaq AT zainahmadtaufik implementationoftheconversationalhybriddesignmodeltoimproveusabilityinthefaq |