Validation of an interactive holographic-type spatial interface support system developed to maximize performance of agents working in a call center

验证交互式全息型空间界面支持系统，该系统旨在最大限度地提高在呼叫中心工作的座席的性能

• 批准号: 532042-2018
• 负责人: Tremblay, Sébastien
• 金额: $ 1.82万
• 依托单位: Université Laval
• 依托单位国家: 加拿大
• 项目类别: Engage Grants Program
• 财政年份: 2018
• 资助国家: 加拿大
• 起止时间: 2018-01-01 至 2019-12-31
• 项目状态: 已结题
• 来源: https://www.nserc-crsng.gc.ca/ase-oro/Details-Detailles_eng.asp?id=667110
• 关键词: Validation; interactive; holographic; type; spatial

In recent years, integrating technologies that blur the lines between the digital and physical worlds in the service industry has opened up a range of new opportunities, creating the need for human-centered assistance systems to support workers in their jobs. Customer support is changing with the introduction of new technological systems like augmented and virtual reality (AR/VR) to support users on the job and maximize working performances. The Desjardins Lab is currently developing a new solution using AR/VR taking the form of a holographic-type spatial interface in order to provide their call center industry with next-generation support systems for agents. However, prior to its implementation at the call center, the benefits and costs associated with this support system must first be evaluated empirically. This evaluation requires the development and integration of metrics into the support system in order to assess the cognitive and affective state of the agents. Our approach combines experimental psychology and cognitive ergonomics in order to develop scenarios and behavioral measures that act as markers of workload, mental fatigue, information seeking pattern and user's engagement with the support system. First, the project will allow the initial development of scenarios and the integration of metrics in the interface to assess the cognitive and emotional state of the agents. Second, the project aims to evaluate the benefits and costs associated with the use of new AR/VR technologies in the context of a call center. Results of this proposed project will define guidelines and recommendations for designing AR/VR support systems that include the monitoring of users' cognitive and affective state based on behavioral markers to maximize work performance and efficiency. The ramifications of the project will also have beneficial impacts on other areas such as intelligent tutoring, transportation and public security.

近年来，服务业中模糊数字世界和物理世界界限的集成技术开辟了一系列新的机会，创造了对以人为本的辅助系统的需求，以支持工人的工作。随着增强现实和虚拟现实（AR/VR）等新技术系统的引入，客户支持正在发生变化，以支持工作中的用户并最大限度地提高工作绩效。Desjardins实验室目前正在开发一种使用AR/VR的新解决方案，采用全息型空间界面的形式，为呼叫中心行业提供下一代座席支持系统。然而，在呼叫中心实施之前，必须首先根据经验评估与此支持系统相关的收益和成本。这种评估需要开发和集成到支持系统的指标，以评估代理的认知和情感状态。我们的方法结合了实验心理学和认知工效学，以开发场景和行为措施，作为标记的工作量，精神疲劳，信息寻求模式和用户的参与与支持系统。首先，该项目将允许场景的初始开发和界面中指标的集成，以评估代理的认知和情感状态。其次，该项目旨在评估在呼叫中心背景下使用新AR/VR技术的相关收益和成本。该项目的结果将为设计AR/VR支持系统提供指导和建议，包括基于行为标记监测用户的认知和情感状态，以最大限度地提高工作性能和效率。该项目的后果也将对智能辅导、交通和公共安全等其他领域产生有益的影响。