Recognizing the research gap involving the lack of equity considerations in new technology implementation, this study compares students' learning experiences when using an FAQ chatbot with using an FAQ webpage. We trained a natural language processing–based chatbot utilizing content from an FAQ webpage and deployed it in two journalism massive open online courses (MOOCs) with 46 students and compared their experiences with 74 students' experiences with the FAQ webpage as a baseline. There were equal numbers of male and female students, their ages ranged from 18 to 65+, and they hailed from 45 unique countries. Considering the importance of supporting students with an inclusive Q&A experience before implementing any new technology into real-world operation, this study investigates students' disparate Q&A experiences by measuring their intention to use the interface as well as perceived Q&A service quality, enjoyment, and barriers utilizing a between-subjects online experiment. The results indicate that the students preferred an FAQ webpage over an FAQ chatbot, and the chatbot users experienced a higher magnitude of barriers compared to the webpage users. For the chatbot users, we found that region and native language factors influenced their Q&A experiences significantly. We discussed the meaning of the students’ disparate experiences from multiple perspectives—namely, human-computer interaction, MOOC context, and technologies as social practice aspects. Lastly, we determined how feasible it is to provide an inclusive learning experience for the MOOC population with the FAQ chatbot, based on the contextualized meaning of MOOC inclusiveness in current literature. This study suggests multi-faceted aspects to consider when adopting new technologies in MOOCs to provide an inclusive learning experience, and underscores the need for more active research in chatbot use to serve diverse student needs in MOOCs.

认识到涉及新技术实施中缺乏公平考虑的研究差距，本研究比较了学生在使用常见问题聊天机器人和使用常见问题网页时的学习体验。我们利用常见问题网页中的内容训练了一个基于自然语言处理的聊天机器人，并将其部署在有 46 名学生的两个新闻大规模开放在线课程 (MOOC) 中，并将他们的体验与 74 名学生在常见问题网页的体验作为基线进行了比较。男女学生人数相等，年龄从 18 岁到 65 岁以上不等，他们来自 45 个独特的国家。考虑到在将任何新技术应用于实际操作之前支持学生提供包容性问答体验的重要性，本研究调查了学生的不同问答 A 体验通过测量他们使用界面的意图以及感知的问答服务质量、享受和使用受试者之间的在线实验的障碍来体验。结果表明，学生更喜欢 FAQ 网页而不是 FAQ 聊天机器人，与网页用户相比，聊天机器人用户遇到了更高程度的障碍。对于聊天机器人用户，我们发现地区和母语因素显着影响了他们的问答体验。我们从多个角度讨论了学生不同经历的含义——即人机交互、MOOC 语境和作为社会实践方面的技术。最后，我们确定了通过 FAQ 聊天机器人为 MOOC 人群提供包容性学习体验的可行性，基于当前文献中 MOOC 包容性的语境意义。这项研究提出了在 MOOC 中采用新技术以提供包容性学习体验时要考虑的多方面问题，并强调需要对聊天机器人的使用进行更积极的研究，以满足 MOOC 中不同学生的需求。