AEON in Japan has implemented an application for staff training on engaging in cheerful conversations, observing an enhanced customer response post employees’ smile training.
The app “スマイルくん” or Smile-kun, developed by InstaVR, assesses facial expressions and tones of voice, rating genuineness of smiles through analysis of mouth and eye images. With a database analyzing 450 facial variations, smiles are scored up to 100 points. Staff are mandated to practice smiling daily, with progress reports tracked continuously.
AEON and InstaVR trialed this app in mid-2023 across 8 branches involving 3,400 employees, resulting in a 1.6-fold improvement in service satisfaction over three months. Moving forward, AEON plans to expand the use of Smile-kun to all 240 of its stores.
Source: InstaVR
TLDR: AEON in Japan utilizes the Smile-kun app by InstaVR for staff smile training, resulting in improved customer service satisfaction. Expansion to all 240 branches is planned following successful trials in 8 stores with 3,400 employees.
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