Analyzing the Impact of Automated User Assistance Systems: A Systematic Review
This work synthesizes existing evidence on automated user assistance systems for software users, but it is incremental as it reviews prior studies without new empirical results.
This systematic review analyzed 575 papers to identify the state of the art in automated user assistance systems, finding that they provide important benefits for users but require more research.
Context: User assistance is generally defined as the guided assistance to a user of a software system in order to help accomplish tasks and enhance user experience. Automated user assistance systems are equipped with online help system that provides information to the user in an electronic format and which can be opened directly in the application. Various different automated user assistance approaches have been proposed in the literature. However, there has been no attempt to systematically review and report the impact of automated user assistance systems. Objective: The overall objective of this systematic review is to identify the state of art in automated user assistance systems, and describe the reported evidence for automated user assistance. Method: A systematic literature review is conducted by a multiphase study selection process using the published literature since 2002. Results: We reviewed 575 papers that are discovered using a well-planned review protocol, and 31 of them were assessed as primary studies related to our research questions. Conclusions: Our study shows that user assistance systems can provide important benefits for the user but still more research is required in this domain.