1. Implicit Training of Virtual Shopping Assistants in 3D Electronic Institutions Anton Bogdanovych, University of Technology Sydney e-Markets Research Group

2. e-Commerce 2005, Porto Anton Bogdanovych, Simeon Simoff, Carles Sierra, Helmut Berger Implicit Training of Virtual Shopping Assistants in 3D Electronic Institutions 2 Outline MotivationMotivation 3D Electronic Institutions3D Electronic Institutions Shopping AssistantsShopping Assistants LearningLearning ConclusionConclusion Future WorkFuture Work

3. e-Commerce 2005, Porto Anton Bogdanovych, Simeon Simoff, Carles Sierra, Helmut Berger Implicit Training of Virtual Shopping Assistants in 3D Electronic Institutions 3 Drawbacks in contemporary E-Commerce systems Motivation product presentationproduct presentation awareness of othersawareness of others social interactionssocial interactions information overloadinformation overload emotional customersemotional customers shopping assistantsshopping assistants

4. e-Commerce 2005, Porto Anton Bogdanovych, Simeon Simoff, Carles Sierra, Helmut Berger Implicit Training of Virtual Shopping Assistants in 3D Electronic Institutions 4 3D Electronic Institutions No methodological supportNo methodological support 3D Electronic Institutions

5. e-Commerce 2005, Porto Anton Bogdanovych, Simeon Simoff, Carles Sierra, Helmut Berger Implicit Training of Virtual Shopping Assistants in 3D Electronic Institutions 5 3D Electronic Institutions 3DEI = 3DEI = where SP stands for Specification of the institution V stands for Visualization of the institution SP = SP = where DF stands for Dialogical Framework PS stands for Performative Structure N stands for Norms A stands for visualization related Annotations of the specification V = V = where R stands for Rooms T stands for Transition D stands for Doors IA stands for Internal Agents EA stands for External Agents VA stands for Visualization of the annotated content M stands for the map of the institution O stands for obligations of the participant towards the institution (visualized as a backpack)

6. e-Commerce 2005, Porto Anton Bogdanovych, Simeon Simoff, Carles Sierra, Helmut Berger Implicit Training of Virtual Shopping Assistants in 3D Electronic Institutions 6 Specification of 3D Electronic Institutions Common Ontology and language Agent Roles Multi-agent Protocols Network of protocols Norms 3D Electronic Institutions

7. e-Commerce 2005, Porto Anton Bogdanovych, Simeon Simoff, Carles Sierra, Helmut Berger Implicit Training of Virtual Shopping Assistants in 3D Electronic Institutions 7 Visualization of 3D Electronic Institutions 3D Electronic Institutions

8. e-Commerce 2005, Porto Anton Bogdanovych, Simeon Simoff, Carles Sierra, Helmut Berger Implicit Training of Virtual Shopping Assistants in 3D Electronic Institutions 8 Runtime Architecture 3D Electronic Institutions

9. e-Commerce 2005, Porto Anton Bogdanovych, Simeon Simoff, Carles Sierra, Helmut Berger Implicit Training of Virtual Shopping Assistants in 3D Electronic Institutions 9 Virtual Shopping Assistants Shopping Assistants State of the Art Our proposal Virtual Characters (OddCast technology) Combined Approach(3D Electronic Institutions) Real time chat (LivePerson technology)

10. e-Commerce 2005, Porto Anton Bogdanovych, Simeon Simoff, Carles Sierra, Helmut Berger Implicit Training of Virtual Shopping Assistants in 3D Electronic Institutions 10 Why do we need them? User study by “Celio”, 2004: contact with a shopping assistant resulted in 18% more purchasesUser study by “Celio”, 2004: contact with a shopping assistant resulted in 18% more purchases People value and are willing to pay for the reduction of perceived risk, the optimal configuration of the transaction for their specific usage context, and the enhancement of the in- use experience, which shopping assistants can provide them with. Chowdhury, 2004People value and are willing to pay for the reduction of perceived risk, the optimal configuration of the transaction for their specific usage context, and the enhancement of the in- use experience, which shopping assistants can provide them with. Chowdhury, 2004 Shopping Assistants

11. e-Commerce 2005, Porto Anton Bogdanovych, Simeon Simoff, Carles Sierra, Helmut Berger Implicit Training of Virtual Shopping Assistants in 3D Electronic Institutions 11 Virtual Characters Goldfish Conversion rate increase 33% McAffe 10% average daily sales increase Shopping Assistants

12. e-Commerce 2005, Porto Anton Bogdanovych, Simeon Simoff, Carles Sierra, Helmut Berger Implicit Training of Virtual Shopping Assistants in 3D Electronic Institutions 12 Real Time Chat LivePerson Software Case Study by Earthlink 15% of chats converted15% of chats converted 80% gave chat good or excellent rating80% gave chat good or excellent rating 61% prefer chat to other communications methods61% prefer chat to other communications methods Shopping Assistants

13. e-Commerce 2005, Porto Anton Bogdanovych, Simeon Simoff, Carles Sierra, Helmut Berger Implicit Training of Virtual Shopping Assistants in 3D Electronic Institutions 13 Learning - the vision Learning

14. e-Commerce 2005, Porto Anton Bogdanovych, Simeon Simoff, Carles Sierra, Helmut Berger Implicit Training of Virtual Shopping Assistants in 3D Electronic Institutions 14 Learning – related work Aris Alissandrakis, University of Hertfordshire, UK, 2001 Carlos A. Acosta Calderon, University of Essex UK, 2005 Imitation Daphna Buchsbaum, MIT Cambridge, 2005 Learning

15. e-Commerce 2005, Porto Anton Bogdanovych, Simeon Simoff, Carles Sierra, Helmut Berger Implicit Training of Virtual Shopping Assistants in 3D Electronic Institutions 15 Learning – related work Ronan Le Hy, Montbonnot, France, 2004 Training Relevent Variables Learning

16. e-Commerce 2005, Porto Anton Bogdanovych, Simeon Simoff, Carles Sierra, Helmut Berger Implicit Training of Virtual Shopping Assistants in 3D Electronic Institutions 16 Learning – related work Anton Bogdanovych & Mathias Bauer, German Research Center for AI (DFKI), 2004 Using trajectory to asses: Cognitive loadCognitive load Future behaviourFuture behaviour Significant locationsSignificant locations Learning

17. e-Commerce 2005, Porto Anton Bogdanovych, Simeon Simoff, Carles Sierra, Helmut Berger Implicit Training of Virtual Shopping Assistants in 3D Electronic Institutions 17 Additional information in 3D Position + time = trajectory, velocityPosition + time = trajectory, velocity Eye direction, head rotation = visible itemsEye direction, head rotation = visible items CollisionsCollisions Positions of the othersPositions of the others GesturesGestures ActionsActions TextText Distance to objectsDistance to objects Learning

18. e-Commerce 2005, Porto Anton Bogdanovych, Simeon Simoff, Carles Sierra, Helmut Berger Implicit Training of Virtual Shopping Assistants in 3D Electronic Institutions 18 Learning – proposed approach Learning Social and Institutional Levels

19. e-Commerce 2005, Porto Anton Bogdanovych, Simeon Simoff, Carles Sierra, Helmut Berger Implicit Training of Virtual Shopping Assistants in 3D Electronic Institutions 19 Learning Learning – proposed approach

20. e-Commerce 2005, Porto Anton Bogdanovych, Simeon Simoff, Carles Sierra, Helmut Berger Implicit Training of Virtual Shopping Assistants in 3D Electronic Institutions 20 Conclusion 3D Electronic Institutions have the potential to address the drawbacks of e-Commerce3D Electronic Institutions have the potential to address the drawbacks of e-Commerce Implicit training is used to teach human behavioral characteristics to autonomous agentsImplicit training is used to teach human behavioral characteristics to autonomous agents Implicit training is an embedded training technology for Increasing acceptance and believability of virtual shopping assistantsImplicit training is an embedded training technology for Increasing acceptance and believability of virtual shopping assistants Conclusion

21. e-Commerce 2005, Porto Anton Bogdanovych, Simeon Simoff, Carles Sierra, Helmut Berger Implicit Training of Virtual Shopping Assistants in 3D Electronic Institutions 21 Future Work Implementation of the proposed algorithm for Implicit TrainingImplementation of the proposed algorithm for Implicit Training Validation of the proposed Learning MethodValidation of the proposed Learning Method Field Trial – acceptance, usability, performanceField Trial – acceptance, usability, performance Enhancement of the path classification software with automated generation of the classification listEnhancement of the path classification software with automated generation of the classification list Future Work