(Springer, 13.06.2019) Christ, Oliver; Mutuura, Kamalatharsi; Papageorgiou, Andreas; Ahram, Tareq; Falcão, Christianne [in: Advances in Usability and User Experience Proceedings of the AHFE 2019 International Conferences on Usability & User Experience, and Human Factors and Assistive Technology, July 24-28, 2019, Washington D.C., USA]
Technological advancements have changed many, if not all industries. This paper focuses on changes for service providers. Many services have been implemented without the knowledge about their effectiveness and user acceptance. This paper evaluates a web browser-based support framework for banks that provides customers with assistance through text chat and co-browsing.
