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

近年来，服务行业中模糊了数字世界和物理世界之间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，以支持用户的工作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，采用全息式空间接口的形式，为他们的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，与此支持系统相关的收益和成本必须首先进行经验评估。这种评估需要将度量标准开发和集成到支持系统中，以便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人体工程学，以开发场景和行为测量，作为工作量、精神疲劳、信息寻求模式和用户与支持系统的参与的标记。首先，该项目将允许场景的初始开发和接口中度量的集成，以评估代理的认知和情感状态。其次，该项目旨在评估与呼叫中心背景下使用新的AR/VR技术相关的收益和成本。该项目的研究结果将为设计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绩效和效率。该项目还将对智能教育、交通和公共安全等其他领域产生有益影响。

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.