Multimodal VR Customer Service Training System Using Conversational Customer Actors

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  • 対話型顧客アクターによるマルチモーダル接客訓練VRシステム

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顧客サービス業界では顧客満足度の向上のためにも接客が重要となるが，クレーム場面なども含めさまざまな状況における応対を繰り返し練習することは，場面や時間の制限などの理由から難しいという問題があげられる．本稿では，接客場面でスタッフに求められる対処知識の習得やお辞儀などの繰り返し訓練を可能にする接客訓練VRシステムを提案する．本システムでは，顧客アクターが音声発話によりトラブルの内容を説明するとともに，表情やジェスチャーにより感情を表現する．また，音声認識によるスタッフの対応の自動評価により改善点をフィードバックする．評価実験では，本システムによる顧客応対訓練を繰り返すことで，適切なお辞儀や対処知識などの応対スキルの向上と第3者から見た応対の印象の向上が見込めることを確認した．またVR環境で訓練したスキルは，対人ロールプレイにおいても向上することを示した．

In customer service industries, a hospitable reception is important to increasing customer satisfaction. This is especially the case when handling complaints, due to psychological pressures not usually experienced elsewhere. In conventional training method, such as on the job training, it is difficult to cover the variety of situations that may occur rarely. As a conventional research, there is an example of developing a system that can perform a complaint handling training by VR. In this paper, we proposed a training VR system that enables the staff to acquire the coping knowledge required in the case of complaint handling and to practice behaviors such as bowing in an integrated manner. As a result of the experiment, by repeating this system, it is possible to acquire appropriate bowing and coping knowledge, and to grow up to look like a good customer service from a third party, by showing that the training effect is similarly exhibited in interpersonal situations, it was shown that this system was useful as a complaint handling training system.

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