用混合现实与视觉语言模型打造智能虚拟客服，提升金融零售体验。
Enabling Data-Driven and Empathetic Interactions: A Context-Aware 3D Virtual Agent in Mixed Reality for Enhanced Financial Customer Experience
- 结合混合现实与视觉语言模型，实现环境感知与个性化服务。
- 支持基于客户档案的定制化交互，增强服务温度与满意度。
- 兼顾隐私安全与数据管理，适合银行零售等高要求场景。
本文提出一种新型系统，通过混合现实（MR）与视觉语言模型（VLMs）构建情境感知的3D虚拟代理，旨在提升金融与零售行业的客户服务体验。该系统具备物理位置感知能力，可根据客户档案实现个性化互动，并严格遵循隐私与安全标准。文中探讨了在真实服务环境中部署的关键设计考量，涵盖用户数据管理及敏感信息处理挑战，阐述了适用于银行与零售场景的系统架构与核心功能。研究展示了将MR与VLMs融合应用于服务业的潜力，为高质量客户服务提供可落地的实践洞见，同时保障个性化与安全性。
原文摘要 · Abstract (English)
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.
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