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

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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.