Développement du projet DEFFINUM RVRC 4.0, un dispositif innovant fondé sur la réalité virtuelle au service de la relation client (notice n° 1544009)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 03577cam a2200385 4500500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20251012024450.0 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | fre |
| 042 ## - AUTHENTICATION CODE | |
| Authentication code | dc |
| 100 10 - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Alvarez, Julian |
| Relator term | author |
| 245 00 - TITLE STATEMENT | |
| Title | Développement du projet DEFFINUM RVRC 4.0, un dispositif innovant fondé sur la réalité virtuelle au service de la relation client |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2025.<br/> |
| 500 ## - GENERAL NOTE | |
| General note | 18 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | The DEFFINUM RVRC 4.0 project is a customer-relations training system that combines virtual reality (VR) with generative artificial intelligence (GAI). Through a serious game, a GAI-driven non-player character (NPC) engages in natural-language dialogue with the learner, while an authoring tool lets instructors freely create contextualised scenarios (customer type, history, environment, etc.). The platform targets the acquisition of key psychosocial skills – professional posture, service orientation, emotional regulation, negotiation – via interactive role-play and factual analysis of actions. GAI provides dynamic personalisation of interactions and generates a mission report, leaving final assessment to the trainer to comply with GDPR, the AI Act and ethical guidelines. An experimental protocol involving 2,000 learners and 40 instructors (October 2025 – February 2026) will compare VR versus flat-screen modalities, different GAI models and effects on disengaged learners, aiming to measure performance gains and pedagogical transferability across diverse sectoral and regional contexts. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Le projet DEFFINUM RVRC 4.0 est un dispositif de formation à la relation client combinant réalité virtuelle (VR) et intelligence artificielle générative (IAG). Via un serious game, un PNJ piloté par IAG dialogue en langage naturel avec l’apprenant, tandis qu’un système auteur permet aux formateurs de créer librement leurs propres scénarios contextualisés (type de client, historique, environnement…). La plateforme vise l’acquisition de compétences psychosociales clés (posture professionnelle, sens du service, gestion des émotions, négociation…) par la mise en situation interactive et l’analyse factuelle des actions. L’IAG offre une personnalisation dynamique des interactions et génère un bilan de mission, laissant l’évaluation finale au formateur afin de respecter RGPD, IA Act et aspects éthiques. Un protocole expérimental impliquant 2 000 apprenants et 40 enseignants (octobre 2025-février 2026) comparera modalités VR/écran, modèles d’IAG et effets sur l’engagement d’apprenants décrocheurs, afin de mesurer gains de performance et transférabilité pédagogique dans divers contextes sectoriels et territoriaux. |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Compétences psychosociales |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Intelligence artificielle générative |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Réalité virtuelle |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Relation Client |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Serious Game |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Customer Relations |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Generative Artificial Intelligence |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Psychosocial Skills |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Serious Game |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Virtual Reality |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Chabiron, Olivier |
| Relator term | author |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | El Boudouri, Yassine |
| Relator term | author |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Hardy, Brenda |
| Relator term | author |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Hoogstoel, Frédéric |
| Relator term | author |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Nuninger, Walter |
| Relator term | author |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Olivier, Pierre |
| Relator term | author |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Lanceri, Luigi |
| Relator term | author |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Peter, Yvan |
| Relator term | author |
| 786 0# - DATA SOURCE ENTRY | |
| Note | Innovations | hors-série | HS1 | 2025-10-10 | p. 95-95 | 1267-4982 |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://shs.cairn.info/revue-innovations-2025-HS1-page-95?lang=fr&redirect-ssocas=7080">https://shs.cairn.info/revue-innovations-2025-HS1-page-95?lang=fr&redirect-ssocas=7080</a> |
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