Enabling Data-Driven and Empathetic Interactions: A Context-Aware 3D Virtual Agent in Mixed Reality for Enhanced Financial Customer Experience
This work addresses customer experience problems in banking and retail through an incremental application of existing technologies to new domains.
The paper tackles enhancing customer service in financial and retail sectors by developing a context-aware 3D virtual agent using Mixed Reality and Vision Language Models, resulting in a system that integrates situational awareness, personalization, and security without providing concrete performance numbers.
In this paper, we introduce a novel system designed to enhance customer service in the financial and retail sectors through a context-aware 3D virtual agent, utilizing Mixed Reality (MR) and Vision Language Models (VLMs). Our approach focuses on enabling data-driven and empathetic interactions that ensure customer satisfaction by introducing situational awareness of the physical location, personalized interactions based on customer profiles, and rigorous privacy and security standards. We discuss our design considerations critical for deployment in real-world customer service environments, addressing challenges in user data management and sensitive information handling. We also outline the system architecture and key features unique to banking and retail environments. Our work demonstrates the potential of integrating MR and VLMs in service industries, offering practical insights in customer service delivery while maintaining high standards of security and personalization.