Enabling Data-Driven and Empathetic Interactions: A Context-Aware 3D Virtual Agent in Mixed Reality for Enhanced Financial Customer Experience

TL;DR

This paper presents a context-aware 3D virtual agent in mixed reality that enhances financial customer experience through empathetic, data-driven interactions while ensuring privacy and security.

Contribution

It introduces a novel MR-based virtual agent system with situational awareness and personalized interactions tailored for banking and retail sectors.

Findings

Demonstrates improved customer engagement in financial services.

Shows effective integration of MR and VLMs for empathetic interactions.

Addresses privacy and security challenges in real-world deployment.

Abstract

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.