Training Customer Complaint Management in a Virtual Role-Playing Game: A User Study

Othlinghaus-Wulhorst, Julia; Mainz, Anne; Hoppe, H. Ulrich

doi:10.1007/978-3-030-29736-7_33

Cited by 4 publications

(5 citation statements)

References 14 publications

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“…The playability, game experience, as well as the perception of the serious game itself and the interaction with the chatbot in particular have been evaluated in a mixed method study combining qualitative and quantitative methods (Othlinghaus-Wulhorst et al, 2019). The results of this study will be summarized and discussed in this section.…”

Section: Evaluation Resultsmentioning

confidence: 99%

“…To investigate, whether the scenarios are perceived as realistic, if the developed scenarios' chatbots behave as intended, and whether their style of conversation is influencing how the players experience the chatbots, three hypotheses have been formulated (Othlinghaus-Wulhorst et al, 2019)-mainly relying on the game experience and perception of the chatbots (subjective measures) and evaluation of the chat transcripts (objective measures):…”

Section: Evaluation Resultsmentioning

confidence: 99%

“…The case study CuCoMaG (Customer Complaint Management Group reflection) is a serious role-playing game for the training of customer complaint handling based on theories of consumer psychology and complaint management, originally developed in 2016 at the COLLIDE group in the context of a student master project (Doberstein et al, 2016;Othlinghaus and Hoppe, 2016). It has been re-designed and evaluated in 2019 by Othlinghaus-Wulhorst et al (2019). The following description of the approach and game design is based on these works.…”

Section: Case Study: Customer Complaint Managementmentioning

confidence: 99%

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A Technical and Conceptual Framework for Serious Role-Playing Games in the Area of Social Skill Training

Othlinghaus-Wulhorst

Hoppe

2020

Front. Comput. Sci.

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Virtual role-playing games can provide an authentic experience of situated learning and allow for trying out different problem-solving and communication strategies without consequences in the real world. This is of particular interest and benefit for the training of social skills. This article presents a conceptual and technical framework for serious role-playing games for the training of specific social skills in virtual 2D learning environments involving chatbots in dialog-centric settings. It summarizes different use cases and evaluation results from prior studies. From the design perspective, several distinctive conceptual features characterize our framework: (1) chat-like interaction with an AI-controlled chatbot, (2) separate phases of immersion and reflection to facilitate a change of perspective that is considered conducive for learning, (3) the learning process is emphasized by means of adaptive feedback based on individual analyses. We propose a system architecture that is based on three components: (1) AI-controlled chatbots that adapt to the player's behavior, (2) a multi-agent blackboard system as the backbone in order to keep components independent and optimize performance due to parallel processing, and (3) intelligent support for an automated evaluation of the player's performance and feedback generation. The training scenarios presented and discussed in this article include workplace-oriented conflict management, patient-centered medical interviews, and customer complaint management. First evaluation studies indicate that the scenarios may be well-suited for real training situations. Due to its flexible architecture, our framework and approach can easily be tailored to different settings and use cases and thus serve as a basis for future research focusing on the adaptation to other contexts and systems. On the basis of these developments, we elaborate important design dimensions, reflect and discuss general issues and major challenges, summarize and contrast different approaches and strategies, and identify opportunities for serious role-playing games in the area of social skills training.

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Section: Evaluation Resultsmentioning

confidence: 99%

Section: Evaluation Resultsmentioning

confidence: 99%

Section: Case Study: Customer Complaint Managementmentioning

confidence: 99%

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A Technical and Conceptual Framework for Serious Role-Playing Games in the Area of Social Skill Training

Othlinghaus-Wulhorst

Hoppe

2020

Front. Comput. Sci.

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“…Paired with the last aspect, open communication regarding a failure can generate a positive image of the company and thus a positive service recovery [13]. Applied to the context of chatbots in complaint management, conversational style and behavior are crucial in designing chatbots [14]. A chatbot that is polite and answers in a friendly manner is evaluated more positively, which is also expected to have an influence during a complaint.…”

Section: Introductionmentioning

confidence: 99%

“…A chatbot that is polite and answers in a friendly manner is evaluated more positively, which is also expected to have an influence during a complaint. Therefore, proper complaint handling can be a useful tool for companies to strengthen customer loyalty and future purchase intentions by increasing the expected benefit of the purchase [14]. When a company's response consists of, for example, apologies and sincerity rather than primarily promotional information, the relationship quality between company and customer increases, and the behavioral intention of the customer is positively affected [15].…”

Section: Introductionmentioning

confidence: 99%

“Help! I Have a Problem” – Differences between a Humanlike and Robot-like Chatbot Avatar in Complaint Management

Fota¹,

Wagner²,

Roeding³

et al. 2022

Proceedings of the Annual Hawaii International Conference on System Sciences

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To distinguish from other competitors, companies have to establish good quality and price but also an excellent service policy. Especially the after-sales service should guarantee that customers having problems are supported and satisfied. Following, good complaint management is important. With the increase of economically profitable chatbots, there is a possibility to provide a 24/7 service to customers. To investigate what kind of chatbot avatar, which compensation, and what kind of reaction lead to a higher behavioral intention, a 2x2x2 between-subject design was conducted (N=389). The results show that the choice of the avatar, the reaction, as well as the compensation, play a decisive role in influencing user behavior and, thus, increase the probability that the customer, despite a complaint, returns and buys again from the retailer. Further, the behavioral intention can be explained by the mediating influences of anthropomorphism and the evaluation of redress.

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Structuring Collaborative Setting in the Learner Centered Learning Environment

Gogoulou¹,

Triantafyllou²,

Grigoriadou³

et al. 2022

Communications in Computer and Information Science

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Training Customer Complaint Management in a Virtual Role-Playing Game: A User Study

Cited by 4 publications

References 14 publications

A Technical and Conceptual Framework for Serious Role-Playing Games in the Area of Social Skill Training

A Technical and Conceptual Framework for Serious Role-Playing Games in the Area of Social Skill Training

“Help! I Have a Problem” – Differences between a Humanlike and Robot-like Chatbot Avatar in Complaint Management

Structuring Collaborative Setting in the Learner Centered Learning Environment

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