<abstract xmlns="http://www.w3.org/1999/xhtml">

<p>Chatbots are rapidly growing application area of conversational artificial intelligence. The aim of the paper is to explore the evaluation of user experience with chatbot applications in museums and galleries. Introduction to principles of chatbots, their creation and testing is provided. Methods of user experience evaluation are explained and the indicators that can be used to assess user experience with chatbots are listed. History and classification of museum chatbots is briefly summarized. A systematic review according to the PRISMA methodology was conducted to map the latest trends in museum chatbots’ development and namely to answer two research questions: (1) What chatbots have been developed for the needs of museums and galleries? and (2) Was the visitor experience with these chatbots evaluated? The research gap in measuring visitor experience with chatbots was identified.</p>
</abstract>

Chatbots are rapidly growing application area of conversational artificial intelligence. The aim of the paper is to explore the evaluation of user experience with chatbot applications in museums and galleries. Introduction to principles of chatbots, their creation and testing is provided. Methods of user experience evaluation are explained and the indicators that can be used to assess user experience with chatbots are listed. History and classification of museum chatbots is briefly summarized. A systematic review according to the PRISMA methodology was conducted to map the latest trends in museum chatbots’ development and namely to answer two research questions: (1) What chatbots have been developed for the needs of museums and galleries? and (2) Was the visitor experience with these chatbots evaluated? The research gap in measuring visitor experience with chatbots was identified.

Chatbots in Museums: Is Visitor Experience Measured?

Czech Journal of Tourism

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

{"article-title":"Chatbots in Museums: Is Visitor Experience Measured?"}

Chatbots are rapidly growing application area of conversational artificial intelligence. The aim of the paper is to explore the evaluation of user experience...

Chatbots in Museums: Is Visitor Experience Measured?

Published Online: Jan 05, 2023

Page range: 14 - 31

Accepted: Oct 15, 2022

DOI: https://doi.org/10.2478/cjot-2022-0002

Keywords
Application, chatbot, conversation, museum, tourism

© 2022 Kamila Štekerová, published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Chatbots in Museums: Is Visitor Experience Measured?

Published Online: Jan 05, 2023

Page range: 14 - 31

Accepted: Oct 15, 2022

DOI: https://doi.org/10.2478/cjot-2022-0002

KeywordsApplication, chatbot, conversation, museum, tourism

© 2022 Kamila Štekerová, published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Keywords
Application, chatbot, conversation, museum, tourism