Communications of the ACM
Japan Firms Turn to VR for Customer Service Training
Conventional training requires an instructor to teach employees the various customer-related tasks at the convenience stores, but with virtual reality, trainees can learn on their own.
Credit: The Yomiuri Shimbun
Increasingly, Japanese companies are using virtual reality (VR) technology to train customer service staff.
Employees of convenience store chain operator FamilyMart wear VR goggles and manipulate a controller to learn various tasks, like using cash registers, ordering products, and accepting delivery orders.
VR enables trainees to learn on their own, shortening training time from 36 hours to 12.
In January, Kyoto College of Hotel, Tourism, and Bridal Management developed a VR-based training program for hotels and inns featuring situations that change according to trainees' responses, so they can manage various scenarios while engaging with different guests.
Japan's manufacturing, automobile, and railway sectors are using VR for inspection and repair, while a labor shortage has prompted that nation’s food service and lodging industries to roll out VR training to enhance efficiency.
From The Japan News
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