FANCL University Integrates AI Role-Playing for Enhanced Training Efficiency

FANCL Corporation has taken a bold step in redefining its internal training programs by introducing the innovative AI-based role-playing tool, AI Role-Playing (developed by Sapeet), within its educational platform known as FANCL University. This tool is designed primarily to maximize learning efficiency for contact center training and is set to begin testing as part of its training program starting in January 2026. The initiative aims to systematically expand its application across various training modules and self-learning tools for retail staff while continuously validating its effectiveness.

Background of AI Role-Playing's Implementation

Historically, FANCL has relied on a traditional training approach where trainers or experienced employees took on “customer roles” to provide one-on-one guidance. While this personalized method has been effective, it also presented significant challenges:
1. Trainers spent substantial time with each trainee, limiting the number of practice sessions.
2. Evaluations were often subjective, heavily reliant on individual trainers.
3. Trainees faced psychological stress over the fear of failure, affecting their learning experiences.

Recognizing these limitations, FANCL aims to leverage AI Role-Playing as a tool for efficient human resource development in sales, education, and customer service sectors. With this new approach, employees will be able to repetitively practice without constraints of time or location while also benefiting from objective feedback designed to enhance learning outcomes.

Upholding FANCL’s Core Values

Beyond merely increasing educational efficiency, FANCL is committed to maintaining the core tenets that have defined its customer service philosophy: the ability to empathize with each customer’s unique lifestyle, emotional needs, and concerns. The company has consistently strived to transcend expectations by ensuring that customers feel reassured, saying things like, “I’m glad I called; my worries are addressed, and I can shop with confidence.”

To ensure these values are not only preserved but ingrained into the training expedience provided by AI Role-Playing, FANCL has established its own detailed evaluation criteria that resonate with its understanding of customer sentiment and expectations. The dual aims are to optimize educational efficiency while simultaneously maintaining and enhancing service quality.

The Process of AI Role-Playing

1. Setting Training Scenarios: Trainers establish customer personas (character traits and inquiry types) and the evaluation metrics that align with FANCL's customer service objectives.
2. Executing AI Role-Playing: Employees engage in simulated interactions with AI tailored to reflect real-world customer service scenarios.
3. Receiving Feedback: AI provides immediate feedback, allowing trainees to identify areas for improvement.

Unique Features of FANCL’s AI Role-Playing

- Enhanced Customer-Centric Learning: FANCL employs AI not just as an efficiency tool but as a partner in delivering its cherished customer-focused service ethos. The evaluation points are reflective of FANCL's deep understanding of customer personas and the need to respond empathetically to their feelings.

- Objective and Consistent Feedback: By basing evaluations on predefined criteria, FANCL can provide consistent assessments, reducing variance and ensuring stable employee development. Trainees can revisit past conversations to recognize their improvement areas.

- Psychological Safety for Learning: With AI taking on the customer role, the typical tensions and pressures related to human interactions are alleviated. This promotes a fearless learning environment, encouraging willingness to try and subsequently leading to higher motivation and quicker independence.

- Balancing Efficiency with Human Touch: Multiple trainees can engage in role-playing simultaneously, shortening training duration and easing trainer workload while retaining human oversight for final evaluations, thus integrating the strengths of both AI and human engagement in education.

Conclusion and Future Directions

The implementation of AI Role-Playing at FANCL University, commencing in January 2026, initially targets new employee onboarding and will progressively include other training segments. This innovative platform enhances the skills of employees, particularly those in customer service and contact center roles. The AI system facilitates practical learning experiences that transcend traditional constraints while supporting FANCL’s dedication to customer-centered service.

FANCL remains committed to utilizing technology that respects human effort, furthering its mission to cultivate a workforce that excels in providing exemplary customer experiences.