Background: The use of chatbots has increased considerably in recent years. These are used in different areas and by a wide variety of users. Due to this fact, it is essential to incorporate usability in their development. Aim: Our objective is to identify the state-of-the-art in chatbot usability and applied human–computer interaction techniques, to analyze how to evaluate chatbot usability. Method: We have conducted a systematic mapping study, by searching the main scientific databases. The search retrieved 170 references and 21 articles were retained as primary studies. Results: The works were categorized according to four criteria: usability techniques, usability characteristics, research methods and type of chatbots. Conclusions: Chatbot usability is still a very incipient field of research where the published studies are mainly surveys, usability tests, and rather informal experimental studies. Hence, it becomes necessary to perform more formal experiments to measure user experience, and exploit these results to provide usability-aware design guidelines.

中文翻译：

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聊天机器人可用性评估技术：系统映射研究

背景：近年来，聊天机器人的使用显着增加。这些用于不同的领域并被各种各样的用户使用。由于这个事实，在他们的开发中加入可用性是很重要的。目标：我们的目标是确定聊天机器人可用性和应用的人机交互技术的最新技术，分析如何评估聊天机器人的可用性。方法：我们通过搜索主要的科学数据库进行了系统的绘图研究。搜索检索到 170 篇参考文献，并保留 21 篇文章作为主要研究。结果：这些作品根据四个标准进行分类：可用性技术、可用性特征、研究方法和聊天机器人的类型。结论：聊天机器人的可用性仍然是一个非常初期的研究领域，已发表的研究主要是调查，可用性测试，以及相当非正式的实验研究。因此，有必要进行更正式的实验来衡量用户体验，并利用这些结果来提供可用性感知设计指南。