2024/10/15 by C. Shan Xu, Mengyu Chen, Xu, Cindy +9 · 1 citation
Business, Management and Accounting · Economics, Econometrics and Finance · #Artificial Intelligence (cs.AI) #Emerging Technologies (cs.ET) #FOS: Computer and information sciences #H.5.1 #Human-Computer Interaction (cs.HC) #Insurance and Financial Risk Management #K.4.3 #Management, Economics, and Public Policy #Multimedia (cs.MM)
paper · pdf · doi:10.48550/arxiv.2410.12051
openalex publication_date 2024/10/15 · openalex created_date 2024/10/20 · openalex updated_date 2026/07/28
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.