Designing In-Built Mini-Games for Chatbots: Opportunity to Improve User Engagement in Customer Service and Education
摘要
Chatbots are increasingly deployed across diverse sectors, offering automated customer support, personalized recommendations, and streamlined information retrieval. Recent studies have shown the potential of playful elements such as gamification to enhance engagement without compromising utility. Nevertheless, studies on leveraging the minigames in chatbots to sustain engagement and improve user experiences are still unexplored. The current study reports on initial data obtained from a survey designed to evaluate user attitudes toward incorporating context-aware mini-games into chatbot interfaces and functional prototypes developed for in-situ testing. The results point to a mostly favorable user reaction; about 66.7% of polled said context-aware mini-games would make chatbot interactions more enjoyable; 62.2% said such capabilities would make repeat use more probable. Seventeen-point-eight percent of those polled voiced concerns about possible distractions, especially in task-specific contexts. These first findings point to a possibly proper function for mini-games in chatbot design, justifying more work on prototype implementations guided by these insights.