## 2 Background and Related Work
### Related Work
#### 2.2.2 Engagement and Satisfaction  
User engagement is a critical component of the overall UX in chatbot interactions. This denotes the degree of interaction that users have with the chatbot, encompassing various dimensions, such as frequency of use, duration of interactions, and depth of conversation. Multiple factors contribute to enhancing user engagement with chatbots, including challenge, positive affect, endurance, aesthetic and sensory appeal, attention, perceived user control, and feedback [53; 54]. Various methods exist for measuring user engagement, including the UES-SF, which has been used in several studies as an acceptable tool for measuring engagement scores, with a high Cronbach's alpha of 0.80 [55].  
User satisfaction is a vital determinant of the overall success of chatbot interactions. Satisfaction indicates the extent to which a chatbot fulfills the user's needs and expectations, considering both the technical aspects of the interaction and overall UX. High levels of user satisfaction are essential to ensure that users find the chatbot beneficial and are motivated to reuse it. [PERSON] et al. [56] argued that the quality of the system, service, and information are essential attributes of chatbots that contribute to a positive client experience. User satisfaction is enhanced by user-friendly chatbots that deliver accurate information, as users appreciate seamless and efficient interactions.  
The implementation of chatbots in educational environments presents opportunities to enhance student engagement and improve learning outcomes. The chatbot in [57] provided 24/7 availability, real-time feedback, and error-checking capabilities, which students found particularly beneficial, especially for repetitive learning tasks. The latest study utilized the Technology Acceptance Model (TAM) to analyze factors influencing students' willingness to use chatbots as instructional tools. Their findings showed that ease of use, perceived usefulness, and student satisfaction motivate user acceptance. Research on educational chatbots highlights their potential to enrich learning by enabling students to study independently, stay motivated, and experience reduced stress [58].  
Findings from Moroccan public schools, where a conversational agent was integrated alongside traditional teaching methods, indicate that chatbots can improve engagement and support students in meeting their academic goals. These insights align with our research, which aimed to optimize chatbot interaction modes to enhance educational support. The Lifelong Learning Center (LLC) at the University of Leeds implemented the online chat platform \"Differ\", featuring a chatbot named \"Bo\", to foster community engagement among mature students following a decline in program-specific Facebook group usage [59]. It was found that \"Differ\" supports students in higher education, fostering peer engagement and a sense of community to reduce feelings of isolation and facilitate a smoother transition into university life. Thus, their results showed improved student engagement and retention.  
As a result, participation in an online learning environment generally takes place via an interface that delineates its features. The functionality of chatbots enhances the user experience and supports learning; however, this potential is limited by the interface design [60]. When education is tailored to classrooms, it becomes evident that engagement increases [61]. In chatbot interactions, factors such as usability, perceived empathy, and alignment with user goals are critical for engagement and satisfaction [62]. The importance of affordances (cognitive, functional, and sensory) aligns chatbot functionality with user needs, particularly in terms of emotional resonance and anthropomorphism.  
Such factors promote user satisfaction and trust but also require careful design to avoid over-humanization, which may blur ethical boundaries.