Scenario-based Customer Service VR Training System with Honorific Exercise
Scenario-based Customer Service VR Training System with Honorific Exercise
复制标题
场景化客户服务敬语练习VR培训系统
DOI：
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发表时间：
2019
期刊：
影响因子：
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通讯作者：
Junichi Hoshino
中科院分区：
文献类型：
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作者：
Soichiro Iida;T. Utsuro;H. Nishizaki;Junichi Hoshino
在服务业中，顾客服务在提高顾客满意度方面起着重要的作用。在本文中，我们提出了一个基于网络的客户服务虚拟现实培训系统与敬语练习。首先，描述了使用与3D客户代理的语音对话的服务培训系统的概念和一般要求。学员可以在餐馆、商店和机场与各种类型的客户一起参与虚拟客户服务。然后，我们专注于在客户服务期间的尊敬练习。日本社会非常重视礼貌，因此，在培训新员工时，礼貌是一个常见的主题。通过这个系统，用户可以接受如何在语音中使用honorics的培训，并自动生成诊断报告以帮助改进。对敬语误用判断的准确性进行了初步评价。
Customer service plays an important role in increasing customer satisfaction in service industries. In this paper, we propose a scenario-based customer service VR training system with an honorific exercise. First, the concept and general requirements of the service training system using voice conversation with a 3D customer agent is described. Trainees can participate in virtual customer service situations with various types of customers in restaurants, shops, and airports. We then focus on an honorific exercise during customer service. Japanese society places great importance on courtesy and, accordingly, honorifics are a frequent theme when training new employees. With this system, users receive training on how to use honorifics in speech, and a diagnostics report is automatically generated to aid improvement. Initial evaluation results of the accuracy of honorific misuse judgment are also described.