Usability and effectiveness evaluation of a course-advising chat bot

This research compares the usability and efficiency of a course‐advising chat bot with menu driven FAQs (frequently asked questions). Based on a survey and user interviews, a text‐based FAQ system was created and compared with a chat bot that was developed to address library and information science (LIS) graduate student course and program related questions. The students conducted tasks with both the chat bot and FAQ systems. The usability and effectiveness of the functionality and user‐interface of both systems is assessed.