Augmented telework with avatar technology: impact on workplace and required actions
Kentaro Watanabe · Edward Elgar Publishing eBooks · 2023
Under the prolonged influence of COVID-19, telework has become more common globally, though this workstyle is mainly for office workers. Human augmentation technology is expected to broaden the application targets of telework, including hospitality services with frequent human-to-human interactions. Especially avatar technologies attract more attention to reduce the infection risk and sustain business continuity. These technologies can realise close interactions between customers and employees remotely. They could bring a fundamental change in the workplace concept and new opportunities and challenges in human-technology cooperation at work. In this chapter, I present two cases of avatar technologies applied by Japanese companies. Based on the case study, I discuss the impact of avatar technologies on workstyle, skill development and well-being at workplaces, and required actions for workplace innovation. The research result implies that avatar technologies could enable employees to create new customer experiences without infection risks. In contrast, a new style of hospitality and the associated skill sets would be required. Adequate job design and a co-creative environment among employees and customers will effectively utilise avatar technologies in the workplace.