| Paper Abstract and Keywords |
| Presentation |
2025-06-06 10:00
Development of AI tool for customer harassment experience based on interactive feedback
Takeshi Konno, Awai Shuji, Iwasaki Sho, Shidara Kazuhiro, Yoshioka Takahiro (Fujitsu Ltd.) |
| Abstract |
(in Japanese) |
(See Japanese page) |
| (in English) |
Though enterprises take countermeasures against customer harassment which has become serious in recent years, effective education programs have not been established. In this study, we developed a casualty training AI tool with an AI avatar and interactive feedback function to reduce the mental burden of employees and improve their response skills. This tool analyzes the contents of employee's response and vital data through simulated experience, and an AI avatar provides feedback interactively. As a result of the experiment, the interactive feedback showed a significantly high effect on the motivation to practice advice and the effect of promoting introspection. This suggests that the avatar interaction style promotes active thinking and enhances the training effect. This study shows the possibility of using AI in customer harassment countermeasures, and contributes to employee protection and training. In the future, further improvement of the training effect is expected by generation of the question according to the individual understanding degree and expressiveness improvement of the AI avatar. |
| Keyword |
(in Japanese) |
(See Japanese page) |
| (in English) |
Customer Harassment / AI Avatar / Interactive Feedback / Employee Training / / / / |
| Reference Info. |
ITE Tech. Rep., vol. 49, no. 14, ME2025-65, pp. 30-34, June 2025. |
| Paper # |
ME2025-65 |
| Date of Issue |
2025-05-29 (IST, ME) |
| ISSN |
Online edition: ISSN 2424-1970 |
| Download PDF |
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| Conference Information |
| Committee |
IST ME IEICE-IE IEICE-BioX IEICE-SIP IEICE-MI |
| Conference Date |
2025-06-05 - 2025-06-06 |
| Place (in Japanese) |
(See Japanese page) |
| Place (in English) |
|
| Topics (in Japanese) |
(See Japanese page) |
| Topics (in English) |
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| Paper Information |
| Registration To |
ME |
| Conference Code |
2025-06-IST-ME-IE-BioX-SIP-MI |
| Language |
Japanese |
| Title (in Japanese) |
(See Japanese page) |
| Sub Title (in Japanese) |
(See Japanese page) |
| Title (in English) |
Development of AI tool for customer harassment experience based on interactive feedback |
| Sub Title (in English) |
|
| Keyword(1) |
Customer Harassment |
| Keyword(2) |
AI Avatar |
| Keyword(3) |
Interactive Feedback |
| Keyword(4) |
Employee Training |
| Keyword(5) |
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| Keyword(6) |
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| Keyword(7) |
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| Keyword(8) |
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| 1st Author's Name |
Takeshi Konno |
| 1st Author's Affiliation |
Fujitsu Limited (Fujitsu Ltd.) |
| 2nd Author's Name |
Awai Shuji |
| 2nd Author's Affiliation |
Fujitsu Limited (Fujitsu Ltd.) |
| 3rd Author's Name |
Iwasaki Sho |
| 3rd Author's Affiliation |
Fujitsu Limited (Fujitsu Ltd.) |
| 4th Author's Name |
Shidara Kazuhiro |
| 4th Author's Affiliation |
Fujitsu Limited (Fujitsu Ltd.) |
| 5th Author's Name |
Yoshioka Takahiro |
| 5th Author's Affiliation |
Fujitsu Limited (Fujitsu Ltd.) |
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| Speaker |
Author-1 |
| Date Time |
2025-06-06 10:00:00 |
| Presentation Time |
25 minutes |
| Registration for |
ME |
| Paper # |
IST2025-27, ME2025-65 |
| Volume (vol) |
vol.49 |
| Number (no) |
no.14 |
| Page |
pp.30-34 |
| #Pages |
5 |
| Date of Issue |
2025-05-29 (IST, ME) |