Case Study of Low-Code VR Platform for Training and Evaluating Employee’s Service Skills

Abstract

For service industry, quality of customer service skills and customer satisfaction are very important topic. However, it is difficult to learn and master this kind of service skill without on-the-job-training (OJT). Thus, we propose a service VR simulator in which the user can train man-to-man service by using VR technologies. Through interviews and preliminary experiments with various service companies, we found that a customer service training VR system is effective for training service skills. However, the work content of each industry is very different, and the contents to be trained are also diverse, so the development cost and difficulty of operation and customization were raised as problems. Therefore, we proposed and implemented a VR platform that enables low-code development with little need for programming. In addition, we developed several business training VR systems using the proposed platform and conducted interviews.