Airbot

Abstract

We investigate how a task-sensitive personal assistant on smartphones can support users in public space. Therefore, we designed, implemented, and evaluated airbot, a mobile chatbot providing air travelers with proactive information during flight relevant tasks. We tested the application on passengers at a major airport (N = 101). The results of our evaluation study suggest, firstly, that airbot's utility is acknowledged by its users and, secondly, that its use affects the perception of passengers' airport service experience, both positively and negatively.