Supporting group reflection in a virtual role-playing environment

Abstract

This paper presents an approach to supporting group reflection in a virtual role-playing environment with intelligent support designed for the training customer complaint management in electronic shops. The single-player design involves a player and an AIML chat bot in a 2D web-based virtual environment. Building on this, a group reflection tool was designed, which is supposed be used in a training center environment. It features a dashboard design which includes different visualizations of player performance based on automated individual analyses of players’ communicative behavior, as well as enriched replays of their conversations, and the ability to make annotations. The separation of the application into the actual role-playing game and the group reflection tool is assumed to support the learning process of responding to customer complaints by changing perspective, receiving feedback, and recognizing different ways of problem solving.