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Chatbots in Museums: Is Visitor Experience Measured?

Author

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  • Štekerová Kamila

    (Faculty of Informatics and Management, University of Hradec Králové, Hradec Králové, Czech Republic)

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.

Suggested Citation

  • Štekerová Kamila, 2022. "Chatbots in Museums: Is Visitor Experience Measured?," Czech Journal of Tourism, Sciendo, vol. 11(1-2), pages 14-31, December.
    • Handle: RePEc:vrs:cjotou:v:11:y:2022:i:1-2:p:14-31:n:2
    DOI: 10.2478/cjot-2022-0002
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    More about this item

    Keywords

    Application; chatbot; conversation; museum; tourism;
    All these keywords.

    JEL classification:

    • Z10 - Other Special Topics - - Cultural Economics - - - General
    • L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism

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