Assessing a Voice-Based Conversational AI prototype for Banking Application

Abstract

Conversational AI has tremendous potential in different application domains due to its rapid development and improved accuracy in recognizing natural languages. Researchers have developed numerous applications and have shown state-of-the-art results. However, acceptability by users for such Conversational AI applications is imperative for successful deployment. This paper aims to assess a Conversational AI for a banking application in terms of usability, attractiveness, and intuitiveness. For this purpose, two different prototype versions were developed with varying dialog design and visual backgrounds. The experiment was conducted by letting 40 participants interact with the prototype versions, exploiting the Wizard-of-Oz (WoZ) paradigm, and administering three questionnaires to measure their perception of the Conversational AI prototype. Qualitative and Quantitative assessment of the questionnaires suggests that the Conversational AI prototype is highly usable, attractive, and intuitive, providing evidence that users will appreciate such Conversational AI in banking applications.