News : Fidelity Tests Virtual Reality for Customer Service Training
New York, NY, USA, Oct 13, 2017 -- Fidelity Investments is testing virtual reality technology to train customer service representatives in its call centres across the United States.
The company's innovation unit Fidelity Labs said in a blog post that it had developed and tested a virtual reality prototype to train employees on how to handle incoming customer calls.
By using virtual reality, the company hopes to make it easier for employees to empathize with customers, Adam Schouela, vice president at Fidelity Labs, said in an interview.
While virtual reality has been used for decades for training programs in other sectors, Fidelity said it is the first company in financial services to use the technology for that purpose.
The Fidelity prototype, which was built on the Google VR headset, simulates a scenario in which the customer representative is at a desk in the company's call centre in New Hampshire. The representative is prompted to handle a call from a distressed client who needs to withdraw money from her account.
Posted by Veronica Silva Cusi, news correspondent
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About Fidelity Investments:
Fidelity Investments is a mutual fund company. It consists of two independent but closely cooperating companies, Fidelity Management and Research LLC (FMR LLC), founded in 1946 and serving North America, Fidelity International Limited (FIL), spun off in 1969 and serving the rest of the world,and Fidelity ventures the venture capital arm of the group of fidelity investments.
Published: Monday, October 16, 2017
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