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The new version of the scale (BUS-11) aims to facilitate the evaluation with chatbots, and its diffusion could help practitioners to compare the performances and benchmark chatbots during the product assessment stage. In line with the expectations, based on reliability, BUS-11 positively correlates with UMUX-LITE scale. The results also suggested that the age of participants seems to affect the evaluation when using the scale, with older participants significantly rating the chatbots as less satisfactory, when compared to younger participants. The satisfaction ratings obtained with the translated version of BUS-11 were not significantly different from the original version in English, suggesting that the BUS-11 could be used in multiple languages. BUS-15 was acceptably reliable however, a shorter and more reliable solution with 11 items (BUS-11) emerged from the data. A total of 1292 questionnaires were completed in multiple languages these were collected from 209 participants interacting with an overall pool of 26 chatbots. BUS-15 and the usability metrics for user experience (UMUX-LITE), used here for convergent validity purposes, were translated from English to Spanish, German, and Dutch. The English version of the 15-item BUS scale (BUS-15) was the result of an exploratory factorial analysis a confirmatory factorial analysis tests the replicability of the initial model and further explores the properties of the scale aiming to optimise this tool seeking for the stability of the original model, the potential reduction of items, and testing multiple language versions of the scale. The Bot Usability Scale (BUS) is a standardised tool to assess and compare the satisfaction of users after interacting with chatbots to support the development of usable conversational systems. Moreover, this study demonstrates how the Q methodology can guide technological development by shifting the approach from an age-focused design to a common goal-oriented design within a multigenerational context. This research is the first step towards cultivating a deeper understanding of different age groups’ subjective design preferences for chatbots functioning as a companion in the workplace.
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Additionally, our research further outlines the principles of chatbot design and how chatbots will support both generations. The study’s findings reveal that various chatbot design priorities are more diverse among younger adults than senior adults. The Q methodology was used to investigate different types of collaborators and determine how different choices occur between collaborators that merge the problem and solution domains of chatbots’ design within intergenerational settings. This paper explores the preferences of chatbots as a companion in intergenerational innovation. Chatbots could allow individuals and organizations to accomplish objectives that are currently not fully optimized for collaboration across an intergenerational context. Chatbot technology is increasingly emerging as a virtual assistant.