The Virtual Service Center For Telecommunication Business Enhancement Using Metaverse

This paper presents the first 3D Virtual Service Center of National Telecom Public Company Limited (NT), Thailand. The major aims of constructing the digital twin of the service center at the headquarters are to provide customers with new engaging and immersive experiences and to decrease excessive work for employees in the service center. The virtual service center includes features such as an interactive learning simulation of service procedures, demonstrations of the products with animated guidance, and live chat support for realtime communication with NT staff. The preliminary qualitative survey was conducted with undergraduate students at Chulalongkorn University. The feedback has been positive, which includes the immersive quality of the virtual environment, the ease of navigation, the quality of social interaction, and the well-executed. This comprehensive strategy offers a novel and captivating way for customers to engage with the business while also improving customer understanding and service center efficiency.