Scenario-Based Customer Service Training System With Conversational Customer Actors

Author:

Furuno Tomoya1,Donghao Wang1,Fujita Satoru1,Omi Yuji1,Okawara Kazuki1,Shiratori Kazuto2,Nishizaki Hiromitsu3,Utsuro Takehito1,Hoshino Junichi1

Affiliation:

1. University of Tsukuba

2. Enterwave Co. Ltd.

3. University of Yamanashi

Publisher

Society for Art and Science

Subject

General Medicine

Reference21 articles.

1. [1] 長尾 有記,梅室 博行,"おもてなしを構成する要因の体系化と評価ツールの開発," 日本経営工学会論文誌,vol.63, no.3, pp.126-137, 2012.

2. [2] 堀口 真央,羽渕 琢哉,櫻井 貴章,古屋 繁,"おもてなしにおける期待に応えるサービスの特性," 日本デザイン学会第62回研究発表大会,2015.

3. [3] Schank, Roger C, et al, "The design of goal-based scenarios," The Journal of the Learning Sciences 3.4, 305-345, 1994.

4. [4] Morton, Hazel, Nancie Gunson, and Mervyn Jack, "Interactive language learning through speech-enabled virtual scenarios," Advances in Human-Computer Interaction 2012.

5. [5] Barsuk, Jeffrey H, et al, "Simulation-based mastery learning reduces complications during central venous catheter insertion in a medical intensive care unit," Critical care medicine 37.10, 2697-2701, 2009.

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