Human-to-human interfaces for remote service kiosks: the potential of audiovisual communication

Abstract

Face-to-face service, implemented as a fully automatic remote self-service, is a common way to digitalize public and private services. Continually diversifying user groups have repeatedly challenged this strategy and the user-centeredness in the systems design. Interface personalization has been used to improve web services but service production still suffers from complex interaction processes, trust, and security problems. One solution for the problems would be a human-to-human interface-based remote system via the Internet. When designed to utilize audiovisual communication in the online interaction of real people, a kiosk interface remains simple, enables the personalization of the actual customer service with the trust, security, and ease of use ensuing from the need of the service and the individual facilitating the interaction.