Remote Customer Service Support System With Automatic Response AI And Human Switching

In the past, to reduce the cost of customer service, chatbots have been utilized to automatically respond to common inquiries from customers, with human staff only called upon when more complex questions arise. However, specific methods for integrating a dialogue system using avatars and human staff in a VR space have not been clearly defined. In this research, we propose a customer service system that transitions from automatic responses to human staff in a VR space. We will produce evaluation content that simulates actual operations in a virtual store and assess the system's usability from the perspectives of both customers and store staff, as well as the system's ability to effectively transition between automatic responses and human staff.