CuCoMaG - Group Reflection Support in Role-Playing Environments
نویسندگان
چکیده
In this paper we present the application CuCoMaG (Customer Complaint Management Group reflection), a web-based role-playing environment for training customer complaint management in combination with a group reflection support tool. The application consists of two different parts. The first part is a role-playing environment in which the user assumes the role of an employee in a web shop and has to solve the problem of an AI-controlled complaining customer through a chat conversation. The second part is a tool, which supports an expert or trainer in a group discussion process by offering visualizations and analyses of the users’ performances. Separating the actual role-playing application and the review session can provide a different perspective and thereby enhance the learning process. The here presented work is the result of a student master project conducted at the University of Duisburg-Essen.
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