Abstract
Augmented Reality (AR) enables the user not only to see his surroundings but alsovirtual elements coexisting in the same visual Ąeld. This technology can greatly improve
remote assistance by helping users repair and maintain technical devices at home. As the
number of technical products in households increases, the demand for effective customer
service grows. Traditional methods, such as phone calls or live chat, often struggle with
complex issues, which can lead to frustration and lower customer satisfaction. The
integration of AR into customer support, allows users to repair or maintain products
without an on-site technician. Compared to methods such as live chat, this integration
is able to reduce cognitive load and improve the accuracy of repairs.
Nowadays, the most used channel for customer service is live chat, which enables users
to get in touch with a technician quickly and easily for remote support. This thesis will
examine whether the integration of AR into remote assistance with customer service
increases effectiveness and how it impacts customer satisfaction. Additionally, it will be
investigated if the general perception of self-efficacy inĆuences the usability of AR.
To achieve this, a prototype was developed to compare the effectiveness of a live chat
scenario with an AR setting in guiding individuals through the process of removing and
installing laptop parts, using a within-subjects design. Several participants tested these
scenarios, completed various questionnaires, and provided qualitative feedback to better
understand whether this technology would be accepted for repairing technical products
at home under the guidance of a technician.
The results of the qualitative evaluation indicated that measurement tools like NASATask Load indeX (TLX), error rates, and completion times did not show signiĄcant
improvement or were even worse with the AR version. However, especially for complex
tasks and novice users, who had never installed parts into a laptop, the symbols seemed
to help a lot. Additionally, the System Usability Scale (SUS) showed improvement, and
most participants stated that they would be willing to conduct future repairs with such
an application.
| Date of Award | 2024 |
|---|---|
| Original language | English (American) |
| Supervisor | Michael Tesar (Supervisor) |