JAL Card Doubles Role-Playing Sessions with VideoTouch's "AI Role-play," Achieving Both Quantity and Quality in Training

VideoTouch Inc., a company that develops a platform for managing and improving the quality of human and AI interactions, announced that its AI role-playing service specialized for contact center operations, "AI Role-play," has been implemented in the communicator training program of JAL Card Co., Ltd.

This implementation has led to an approximate doubling of role-playing sessions per participant. In addition to establishing a uniform feedback system through standardized evaluation criteria, it is also being used to optimize educational resources for returning employees.

## Implementation Overview: Expanding Practical Opportunities and Standardizing Quality a

ssessment with AI Role-Playing Partners

JAL Card's communicator training involves a four-stage development program of lectures, role-playing, and on-the-job training (OJT). The introduction of "AI Role-play" has created an environment where trainees can autonomously conduct role-playing even when instructors or partners are unavailable, increasing the total number of sessions to 20 (10 with a person, 10 with AI). Furthermore, a system for providing feedback with the same scenarios and evaluation criteria to all participants was established, resolving inconsistencies in evaluations among instructors.

## Background of Implementation: Expanding Practical Opportunities and Building a Uniform Evaluation System

JAL Card required significant educational resources to train communicators who need extensive knowledge, including mileage programs and information about partner card companies. However, an imbalance between the number of instructors and new hires sometimes occurred, leading to a chronic shortage of role-playing partners.

Trainees had to use their waiting time for role-playing for self-study or pair work, and sufficient practical opportunities were not always available. Additionally, in human-to-human role-playing, there were cases where the focus of feedback or omissions varied by instructor, necessitating a more uniform quality assessment.

Against this backdrop, JAL Card decided to implement "AI Role-play" to build an efficient, AI-powered educational system.

## Effects of Implementation: Doubled Role-Playing Sessions and a Secondary Effect of Reduced Psychological Hurdles

After implementation, the number of role-playing sessions per participant doubled, allowing waiting time to be effectively used for practice. This increased opportunities for trainees to "realize what they didn't understand until they tried to output it," promoting knowledge retention.

Moreover, while some trainees couldn't fully demonstrate their skills in human-to-human role-playing due to nervousness, the psychological barrier was lowered with an AI partner, creating an environment where they could easily challenge themselves repeatedly. Participants commented, "I was less nervous than with a trainer, and it was a more realistic environment than practicing with peers."

Furthermore, by utilizing "AI Role-play" in the training for returning employees, it has become possible to support their recovery of on-the-job senses without the need for a dedicated instructor, leading to the optimization of educational resources.

## Future Prospects: Expanding Beyond New Employee Training to a Systematic Mid- to Long-Term Development

JAL Card is considering a systematic expansion beyond new employee training to mid- to long-term development, such as addressing individual issues that become apparent through practical work.

VideoTouch will continue to strengthen its provision and support of "AI Role-play" for companies facing educational challenges in their contact centers and will promote the construction of a collaborative training model between AI and humans.