Analyzing the Effectiveness of Chatbots vs. Webforms for Suspicious Activity Reporting

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dc.contributor.authorElson, Joel
dc.contributor.authorSchuetzler, Ryan
dc.contributor.authorPintar, John
dc.contributor.authorKearns, Erin
dc.contributor.authorVitro, Callie
dc.date.accessioned2023-12-26T18:52:43Z
dc.date.available2023-12-26T18:52:43Z
dc.date.issued2024-01-03
dc.identifier.doi10.24251/HICSS.2023.857
dc.identifier.isbn978-0-9981331-7-1
dc.identifier.other3e10eabf-0703-4601-8a40-39ab21fcf791
dc.identifier.urihttps://hdl.handle.net/10125/107243
dc.language.isoeng
dc.relation.ispartofProceedings of the 57th Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectIllicit Activity and Criminal Justice
dc.subjectchatbot
dc.subjectcrime
dc.subjectinteraction
dc.subjecttrust
dc.subjectusability
dc.titleAnalyzing the Effectiveness of Chatbots vs. Webforms for Suspicious Activity Reporting
dc.typeConference Paper
dc.type.dcmiText
dcterms.abstractCrime prevention requires the public to provide information about suspicious or illicit activity to authorities, typically through either a webform or a telephone hotline. Yet, these technologies have myriad problems in design, accessibility, and usability – all of which decrease reports and hinder prevention efforts. To address these limitations, we developed a prototype chatbot to improve reporting. In a lab experiment, participants watched a video containing a suspicious activity scenario and were randomly assigned to report it through either a standard webform or our prototype chatbot. We then compared multiple dimensions including report quality, user perceptions of the technology, and user experience/system utilization including eye-tracking data. Results indicate that the chatbot may encourage increased report accuracy in some cases. Differences in the sentiment of the report were also identified. Findings provide guidance for both the development of SAR technologies and the decision of when to deploy a chatbot vs a webform in a more general case.
dcterms.extent10 pages
prism.startingpage7152

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