Recommendation 4.2.1:
Clearly identify the chatbot as a bot and don’t pretend to be a human
Benefits Users
Cognitive
Phase 1: Gather & Organize
See Also
Phase 2: Design & Implement
Design Question
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How will your chatbot indicate that it is not human?
- Profile images are a way to establish rapport with the user, but they should indicate the non-human nature of the bot. In addition, users with screen readers may not be able to see the profile picture; the chatbot needs to indicate that it is not a human in multiple ways. The chatbot should always announce itself as not human, and the word chatbot should appear prominently in the interface.
Examples
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“Hi, I’m [name], a computer-based assistant for [task]”
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“This is [name], an automated support system”
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“Hello, my name is [name]! I can help you with [task] or [task], or I can connect you with a human customer support representative”
Phase 3: Test & Evaluate
Self Check
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Does the chatbot introduce itself as a bot?
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Does the chatbot clearly indicate when the conversation is turned over to a human?
Ask the User
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Did the chatbot clearly communicate that it is not a human?
- This question is subjective; use a Likert scale. This question should be asked post-study.