Badanie potrzeb użytkowników w zakresie chatbotów wspierających rozwiązywanie problemów związanych z ŚOI
User needs research for chatbots supporting PPE issues

Summary/Abstract: The COVID-19 pandemic has led to a need for access to reliable sources of information on the requirements for PPE, principles ofselection and its safe use. Central Institute for Labour Protection – National Research Institute is working on developing a text-basedconversational interface (chatbot). The article presents the pilot scope of the chatbot under development and users’ expectations ofchatbots based on surveys. The survey found that users mainly use chatbots to search for information. It is necessary to assure usersof the authenticity of the information provided. The issue of ensuring the chatbot’s appropriate aesthetics and functionality is alsoimportant, e.g. by increasing the readability of text and icons and more accurately separating the messages exchanged. By satisfyingthe user, both in terms of content and technical issues, interaction with the chatbot will release positive feelings in users and encouragethem to return again.

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