IBM researchers have created a "rehearsal studio" that lets employees practice their jobs and interactions with clients in a virtual, three-dimensional world. The tool can help IBM employees improve their client relationships in services as diverse as applying a software system in a changing auto parts business and managing a crisis.
"We see many possible applications for this technology that lets you practice, play out different scenarios and gain insight quickly -- an ideal environment for learning in a range of jobs," said Jim Spohrer, director of service research, IBM Almaden Research Center. "Learning in a virtual world helps us move the participants to front and center stage while still receiving valuable backstage coaching."
In the rehearsal space, IBM Global Services teams interact with avatars (computer generated human forms) in real-time and learn how to implement a successful services project. In one scenario, an IBM project manager tests out different auto parts production schedules -- doing "what-if" analysis, such as creating excess inventory and sourcing different suppliers. The session runs eight hours and is recorded as a video that can be searched and replayed.
"The feedback we've gotten from participants indicates that using avatars in a virtual world empowers them to take more risks, test their judgment and see the results of their decisions quickly," said Spohrer.