Evaluation of the Usability of Meta AI in WhatsApp Using the System Usability Scale (SUS)
DOI:
https://doi.org/10.21580/wjit.2025.7.1.32094Keywords:
Artificial Intelligence, Meta AI, WhatsApp, System Usability ScaleAbstract
The integration of artificial intelligence (AI) assistants into instant messaging applications has created new opportunities for users to access information and interact with conversational systems. However, the usability of these integrated features requires further evaluation. This study aimed to evaluate the perceived usability of Meta AI in WhatsApp using the System Usability Scale (SUS). A quantitative approach was employed through a questionnaire administered to 30 university students in Indonesia. Of these, 27 respondents were represented in the SUS calculation, while three respondents who had never used the feature were not included in the usability assessment. The results yielded an average SUS score of 53.0. Based on commonly used SUS interpretation frameworks, this score falls within the Marginal Low acceptability range, corresponds to Grade D on the grading scale, and receives an Okay adjective rating. The score is also below the commonly cited benchmark of 68, indicating relatively low perceived usability among the respondents included in the assessment. These findings suggest that the usability of Meta AI in WhatsApp requires further improvement. However, the results should be interpreted within the context of the study sample, which consisted of university students, and should not be generalized to all WhatsApp users. Further research involving more diverse respondents and complementary usability evaluation methods is recommended.
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