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The AI Tool for Experiencing Customer Aggression: Supporting the Acquisition of Appropriate Response Skills through the Integration of AI and Social Psychology
Achieving Safe and Effective Customer Harassment Training with Vital Sensing and AI
Challenges in Traditional Training
Traditional employee training has struggled to recreate realistic customer harassment situation and posed risks of excessive stress on employees.
Additionally, feedback after the roleplay was often uniform and one-sided, leading to shallow understanding and limited practical skill improvement.
Additionally, feedback after the roleplay was often uniform and one-sided, leading to shallow understanding and limited practical skill improvement.
With the Customer Aggression Experience AI Tool
The tool enables simulated experiences of customer harassment using insights from social psychology.
During the experience, high-precision vital estimation technology visualizes stress, controlling interactions with virtual harassing customers to prevent excessive stress on users.
Post-experience, feedback is provided to enhance skills, with AI avatars identifying growth points based on the simulation results.
Currently, pilot testing of this tool is underway.
During the experience, high-precision vital estimation technology visualizes stress, controlling interactions with virtual harassing customers to prevent excessive stress on users.
Post-experience, feedback is provided to enhance skills, with AI avatars identifying growth points based on the simulation results.
Currently, pilot testing of this tool is underway.
Value Provided by the Customer Aggression Experience AI Tool
- Safe Learning Environment
- Monitors employee stress levels to avoid excessive burden.
- Effective Learning Experience
- Interactive learning with AI avatars facilitates practical skill acquisition.
- High Satisfaction Feedback
- Provides precise feedback based on vital data and experience content.
- Improved Employee Mental Health
- Strengthening customer harassment measures protects employee mental
- Fulfilling Corporate Social Responsibility
- Addresses customer harassment through proactive measures, fulfilling corporate social responsibility.
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Technical Overview
The Customer Aggression Experience AI Tool has two main functions.
The first is the harassment simulation function, utilizing social psychology insights to analyze harassment and incorporate characteristics of aggressive customers into role plays.
The second is the interactive feedback function, where an AI avatar identifies growth points based on simulation results and suggest improvements using social psychology insights.
The process involves call center employees or other users engaging with AI simulating virtual harassing customers in scenarios involving complaints or harassment. During this, the AI Tool measures users' vitals.
After the interaction, the tool observes response content and vital changes, providing interactive advice and inquiries from AI avatars on appropriate response methods to reduce harassment likelihood. AI avatars consider individual stress responses to tailor growth points and encourage behavioral change.
The first is the harassment simulation function, utilizing social psychology insights to analyze harassment and incorporate characteristics of aggressive customers into role plays.
The second is the interactive feedback function, where an AI avatar identifies growth points based on simulation results and suggest improvements using social psychology insights.
The process involves call center employees or other users engaging with AI simulating virtual harassing customers in scenarios involving complaints or harassment. During this, the AI Tool measures users' vitals.
After the interaction, the tool observes response content and vital changes, providing interactive advice and inquiries from AI avatars on appropriate response methods to reduce harassment likelihood. AI avatars consider individual stress responses to tailor growth points and encourage behavioral change.
Target Industries and Users
- Employees engaged in interpersonal work (e.g., call center operators, customer service departments)
Challenges in Target Industries and Operations
- Avoiding harassment is difficult, necessitating measures to reduce productivity loss and psychological burden
- Lack of verified effective educational programs for reducing harassment
Technical Challenges
- Recreating realistic harassment scenarios risks excessive stress on employees
- Uniform and one-sided feedback from an AI tool may lack satisfaction
Fujitsu's Technological Advantages
- High-precision vital estimation technology visualizes stress for manageable experiences
- During harassment experiences, Fujitsu's millimeter-wave sensors non-invasively measure vitals. Given the psychological burden of harassment experiences, even simulations require careful attention. By understanding stress states from measured vital data and controlling interaction scenarios with virtual harassing customers to avoid excessive stress, we achieve a simulated experience that reduces user burden.
- Accurate and Interactive Feedback Based on Social Psychology Insights
- Feedback is provided based on analysis of interactions and vitals obtained during simulations, with AI avatars offering advice to improve response skills using social psychology insights. According to social psychology, various attack types in harassment require different appropriate responses. Based on analysis results, the AI avatar identifies desirable responses for the experienced attack type and provides advice through interactive engagement. Users gain new insights through interactions with AI avatars, applying them to real customer interactions.
Use Cases
- Employee Training
- Onboarding Training for New Hires
- Skill Enhancement Training for Existing Employees
Case Studies
- A field trial with call center employees is underway (scheduled at Fujitsu Communication Services Ltd. from December 2024 to March 2025)
Expansion of This Technology
- The Customer Aggression Experience AI Tool's technology is applicable beyond interpersonal industries. For example, it can be used for AI tools that teach elderly individuals how to handle special fraud cases.