Fidelity is testing virtual reality technology to train its customer service representatives

Fidelity is testing virtual reality technology to train its customer service representatives

Fidelity Investments is testing virtual reality technology to train customer service representatives in its call centers across the United States.

The company’s innovation unit Fidelity Labs said in a blog post on Friday that it had developed and tested a virtual reality prototype to train employees on how to handle incoming customer calls.

By using virtual reality, the company hopes to make it easier for employees to empathize with customers, Adam Schouela, vice president at Fidelity Labs, said in an interview.

While virtual reality has been used for decades for training programs in other sectors, Fidelity said it is the first company in financial services to use the technology for that purpose.

Large technology companies including Alphabet Inc’s Google, Facebook are investing in virtual reality, making the technology more easily accessible by consumers and developers.

The Fidelity prototype, which was built on the Google VR headset, simulates a scenario in which the customer representative is at a desk in the company’s call center in New Hampshire. The representative is prompted to handle a call from a distressed client who needs to withdraw money from her account.

During the call the client is shown in her kitchen surrounded by bills. The technology’s ability to immerse the user into a realistic scenario, makes it well suited for “empathy training”, said Schouela.

The results of the tests will be assessed to determine whether to proceed with the project, Schouela said

Source: Tech 2

About The Author

Leave a reply

Upcoming Events

Nov
27
Mon
all-day TA2 Experts Conference in Maribo... @ ACE KIBLA Maribor
TA2 Experts Conference in Maribo... @ ACE KIBLA Maribor
Nov 27 all-day
TA2 Experts Conference in Maribor: Virtual Storytelling in Cultural Heritage @ ACE KIBLA Maribor
Announcing the international experts conference VIMM in Maribor, entitled VIRTUAL STORYTELLING IN CULTURAL HERITAGE that will take place in ACE KIBLA Maribor, Ulica kneza Koclja 9 and Valvasorjeva 40 in Maribor on 27th of November[...]
Nov
29
Wed
all-day HECTOR International colloquium ... @ Palace of the Academies in Brussels.
HECTOR International colloquium ... @ Palace of the Academies in Brussels.
Nov 29 all-day
HECTOR International colloquium 2017 @ Palace of the Academies in Brussels.
The HECTOR research project is pleased to invite you to its International colloquium which will take place the 29th November 2017 in the Palace of the Academies in Brussels. The colloquium « Trust (in) the Digital[...]
Feb
28
Wed
all-day Informal meeting of EU Ministers... @ National Palace of Culture
Informal meeting of EU Ministers... @ National Palace of Culture
Feb 28 all-day
Subject: Culture as an inclusive value of Europe Place: Sofia, National Palace of Culture
Mar
1
Thu
all-day Eighth Meeting of ASEM Ministers... @ National Palace of Culture
Eighth Meeting of ASEM Ministers... @ National Palace of Culture
Mar 1 – Mar 2 all-day
Subject: “Culture as Soft power in International Relations. EU’s strategic approach“ sub – Supporting culture as an engine for sustainable social and economic development; – Promoting culture and intercultural dialogue for peaceful inter community relations[...]
Mar
15
Thu
all-day International conference @ Sofia
International conference @ Sofia
Mar 15 – Mar 16 all-day
Subject: “Copyright in the Digital Single Market”
Mar
26
Mon
all-day International conference @ Plovdiv
International conference @ Plovdiv
Mar 26 – Mar 27 all-day
Subject: “Cultural heritage – for  a more reliable Europe”
Apr
12
Thu
all-day European Borders and Encounter R... @ Vienna
European Borders and Encounter R... @ Vienna
Apr 12 – Apr 14 all-day
Conference on the occasion of the European Year of Cultural Heritage 2018 in Vienna from April 12th till 14th, 2018 The conference is organized by the local organizing comitee that includes Prof. Dr. Wolfgang Schmale[...]
REGISTER NOW!