TY  - BOOK
AU  - Alvarez,Julian
AU  - Chabiron,Olivier
AU  - El Boudouri,Yassine
AU  - Hardy,Brenda
AU  - Hoogstoel,Frédéric
AU  - Nuninger,Walter
AU  - Olivier,Pierre
AU  - Lanceri,Luigi
AU  - Yvan,PETER
TI  - Development of the DEFFINUM RVRC 4.0 Project: An Innovative Virtual-Reality-Based System in the Service of Customer Relations
PY  - 2025///.
							
N1  - 99
N2  - 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
UR  - https://shs.cairn.info/revue-innovations-2025-HS1-page-95?lang=en&redirect-ssocas=7080
ER  -