Chatbots are artificial intelligence tools that interact with people in different contexts. A chatbot can be useful to streamline daily processes, serve customers 24 hours a day, provide information about classes, among other things. The appearance of new development technologies has made creating a chatbot an increasingly fast and straightforward process, bringing this kind of applications to people who had never considered using them before. However, this speed in development can lead to specific problems, many of them caused by the lack of usability evaluations. Heuristic usability evaluations are user interface review processes carried out by experts and are an essential part of any assessment process. To date, there are no heuristics to evaluate the usability of chatbots. Therefore, this work proposes five usability heuristics in chatbots that come from the experience developing this type of applications, as well as from a broad review of state of the art. The set of heuristics was tested using a case study with the help of five experts, who evaluated an education-oriented chatbot. The results revealed that, although the proposed heuristics need refinement, they are an excellent first step in broadening the horizon of usability evaluations in chatbots.

中文翻译：

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评估聊天机器人的一组启发式方法

聊天机器人是人工智能工具，可以在不同的环境中与人互动。聊天机器人可用于简化日常流程、一天 24 小时为客户提供服务、提供课程信息等。新开发技术的出现使得创建聊天机器人成为一个越来越快速和直接的过程，将这种应用程序带给以前从未考虑过使用它们的人。但是，这种开发速度可能会导致特定问题，其中许多问题是由于缺乏可用性评估造成的。启发式可用性评估是由专家执行的用户界面审查过程，是任何评估过程的重要组成部分。迄今为止，还没有启发式方法来评估聊天机器人的可用性。所以，这项工作提出了聊天机器人中的五种可用性启发式方法，这些启发式方法来自开发此类应用程序的经验，以及对现有技术的广泛审查。在五位专家的帮助下，使用案例研究测试了这组启发式方法，他们评估了一个面向教育的聊天机器人。结果表明，虽然所提出的启发式方法需要改进，但它们是拓宽聊天机器人可用性评估范围的极好第一步。