User experience and perception of AI-driven conversational user interfaces (CUIs)

Abstract

This study covered experience and perceptions of users towards AI-based Conversational User Interfaces (CUIs), usage patterns, Trust, AI-related concerns/anxiety, Hybrid Usage, and the characteristics of the user samples chosen. The research question that was to be addressed was to study the relationship between users and CUIs, Trust levels and AI-related concerns and connections between these attributes and the usage behaviour. The responses were obtained by using questionnaires, and a quantitative cross-sectional study design was considered with 100 people. The analysis of the data was performed in IBM SPSS Statistics version 27 that comprises descriptive statistics, reliability analysis, Pearson correlation, multiple regression, ANOVA, and Chi-square analysis. These findings demonstrated that frequent use of CUIs and use of other traditional search engines were common, thus showing that both search engines still remain in use among users. Trust was shown to be positively correlated with AI-related concerns/anxiety and Hybrid Usage. The age and education groups also did not differ significantly on Trust and employment status only indicated a significant overall difference. Frequency of CUI use was not a very strong predictor of Trust or Hybrid Usage in the regression models. Altogether, the results suggest that the use of CUIs is associated with interrelated perceptions of Trust and AI-related issues, and users still use conversational interfaces with conventional search platforms.