21 July 2018
Visit www.avoka.com

Fidelity exploits virtual reality for 'empathy training'

16 October 2017  |  7154 views  |  0 Fidelity VR view

Fidelity is using virtual reality to transport staff into the homes of fictional customers so that they can see the impact of their responses to queries both during and after a simulated telephone call.

The virtual environment has been created in association with Strivr, an immersive training company, to conduct 'empathy training' with Fidelity associates that handle incoming customer calls.

Using Fidelity Labs’ newest VR prototype built on the Google Daydream headset, staff are transported from their desk into the kitchen of a Fidelity customer’s home. Looking out from within the headset, they can observe customers and their facial expressions as they try to solve their queries. When the call is finished, they are able to stay in situ and see what happened immediately following the chat.

In one scenario the customer calls her adult daughter, who is either happy to hear the outcome of her mother’s call, or is upset that Fidelity didn’t provide certain options. The trainee is able to guage the impact of the help he provided and observe the feelings that are created as a result. Back at his desk, he is able to assess and re-evaluate certain steps he made in the conversation.

Adam Schouela of FidelityLabs says the prototype has been road-tested with a number of Fidelity teams.

"We heard from some that they were quickly reminded there are always real people on the other side, facing real challenges," he says. "Emotion is often a big factor in these conversations. Navigating the complex array of decisions and potential money moves requires understanding not only of the different Fidelity products and services available, but also empathy for the caller’s personal situation."

This is not Fidelity's first step into the VR domain. In 2014 the company created StockCity for Oculus, combining virtual reality with data visualisation to transform an investor’s stock portfolio into a city where building size indicates volume and price data. More recently. Fidelity applied the technology to assess the impact of elements such as age, tenure and asset allocation on its workforce.

Of the empathy programme, Schouela says: "Nothing beats real experience when talking with investors, but being exposed to specific scenarios in a virtual environment, may help prepare new employees for various situations. The feedback has inspired us to keep working and refine the different types of empathy-building moments that make this sort of training so powerful."

Comments: (0)

Comment on this story (membership required)

Finextra news in your inbox

For Finextra's free daily newsletter, breaking news flashes and weekly jobs board: sign up now

Related stories

Mastercard and Swarovski launch VR shopping app

Mastercard and Swarovski launch VR shopping app

25 September 2017  |  6575 views  |  0 comments | 10 tweets | 14 linkedin
Payscout debuts VR commerce

Payscout debuts VR commerce

27 June 2017  |  6144 views  |  0 comments | 8 tweets | 6 linkedin
BNP Paribas jumps into virtual reality

BNP Paribas jumps into virtual reality

30 May 2017  |  24268 views  |  0 comments | 23 tweets | 28 linkedin
Worldpay creates VR payments prototype

Worldpay creates VR payments prototype

25 May 2017  |  11921 views  |  1 comments | 14 tweets | 20 linkedin
Swissquote introduces VR trading app

Swissquote introduces VR trading app

03 February 2017  |  11231 views  |  0 comments | 13 tweets | 16 linkedin
MetLife opens virtual reality channel

MetLife opens virtual reality channel

21 December 2016  |  10385 views  |  0 comments | 10 tweets | 6 linkedin
Fidelity explores VR for finances

Fidelity explores VR for finances

07 December 2016  |  5528 views  |  0 comments | 6 tweets | 8 linkedin
ING harnesses virtual reality to promote Unicef partnership

ING harnesses virtual reality to promote Unicef partnership

21 November 2016  |  4718 views  |  0 comments | 3 tweets | 3 linkedin
Lloyds bends reality for graduate intake

Lloyds bends reality for graduate intake

13 October 2016  |  9892 views  |  0 comments | 12 tweets | 9 linkedin
CommBank uses virtual reality for kids financial education programme

CommBank uses virtual reality for kids financial education programme

10 October 2016  |  7983 views  |  0 comments | 11 tweets | 10 linkedin
Citi taps Microsoft HoloLens for virtual reality trading

Citi taps Microsoft HoloLens for virtual reality trading

07 April 2016  |  16349 views  |  0 comments | 27 tweets | 15 linkedin
Payment-enabled golf gloves and virtual reality shopping specs hit the PGA Tour

Payment-enabled golf gloves and virtual reality shopping specs hit the PGA Tour

16 March 2016  |  8719 views  |  0 comments | 12 tweets | 14 linkedin
Fidelity takes portfolios into virtual reality with Oculus Rift app

Fidelity takes portfolios into virtual reality with Oculus Rift app

19 November 2014  |  8009 views  |  2 comments | 6 tweets | 3 linkedin
Wells Fargo steps into Oculus Rift at new digital lab

Wells Fargo steps into Oculus Rift at new digital lab

01 October 2014  |  8551 views  |  0 comments | 11 tweets | 8 linkedin

Related company news

 

Related blogs

Create a blog about this story (membership required)
Visit http://go.jumio.com/finextraAdVisit https://secure.vasco.comVisit iliad-solutions.com/

Who is commenting?

Top topics

Most viewed Most shared
Calmejane quits Lloyds Bank to join SocGenCalmejane quits Lloyds Bank to join SocGen
13080 views comments | 6 tweets | 7 linkedin
Hong Kong plans September go-live for blockchain-based trade financeHong Kong plans September go-live for bloc...
10685 views comments | 9 tweets | 17 linkedin
Mastercard enlists Worldpay to push Vocalink's Pay by Bank appMastercard enlists Worldpay to push Vocali...
9857 views 19 comments | 15 tweets | 30 linkedin
IBM to test dollar-pegged 'stablecoin'IBM to test dollar-pegged 'stablecoin'
6965 views comments | 4 tweets | 14 linkedin
Bringing about new systems and faster payments globallyBringing about new systems and faster paym...
6807 views comments | 2 tweets | 7 linkedin

Featured job

Find your next job