目的:コールセンターのオペレーターは、日々、顧客との「良い対話」を作り出す努力をしている。再現性のある「良い対話」の提供の積み重ねによって企業のブランドが醸成される。そして、「良い対話」の実現は、オペレーターの資質に依存している。今回、われわれは、オペレーターのコンディションおよび通話の品質をバイオマーカーから評価する試みを行った。対象:オペレーター業務従事者5名（男1名、女4名。40代3名、30代1名、20代1名）。方法: 通話開始前、通話中、通話終了後の3つのフェーズにおいて、前頭前皮質領域のNIRS、指尖脈波、通話音声の記録を行った。前頭前皮質のマッピング、脈波のpNN50、音声の1/fゆらぎスコアを求めた。その際、刺激を与えることによってコンディションの改善がなされるかを計測した。結果: 自己申告のコンディションと前頭前皮質の活動、脈波のpNN50値、音声の1/fゆらぎスコアには乖離があった。刺激を与えることでコンディションが改善されることが分かった。コンディションが悪くても経験値の高いオペレーターは低いストレスと高い音声1/fゆらぎスコアを示した。
Reduction of Dorsolateral Prefrontal Cortex (DLPFC) blood flow measured by near- infrared spectroscopy (NIRS) is reported to be seen during the wakefulness to the early stage of sleep. DLPFC blood flow can be an index of arousal level, while, NIRS needs to wear an annoying and costly headgear and not suitable for daily use. Using cost-effective and compact Doppler radars attached behind chair back, we conducted multivariate study for 5 healthy subjects (23±1years) to estimate DLPFC blood flow using heart rate and heart rate variability index measured by radars. Estimated DLPFC blood flow correlates with that measured by NIRS (R>0.9) only when DLPFC blood flow decreased with time.
Using fNIRS and Macaro's model of strategy use among language learners we try to observe changes in brain activity on people learning a new language. Research subjects are taught the Japanese language skill of reading, this means that they become able to understand the meaning and reading behind a group of words written with Chinese characters. A matrix of different words is shown to the subject measuring their brain activity to see their behavior while they lack the proper knowledge, after gaining the proper skills, activity is again measured and compared to the previous acquisition. A combined method of spaced repetition technique and mnemonics is used to make the learning process faster for the subjects. Although the words were studied for only a few minutes subjects were capable of retaining information in a fast manner remembering them even days after the learning session.
In the measurement techniques of cortical activity by using the functional near-infrared spectroscopy (fNIRS), the differences between resting state and task-performing state is often evaluated. However, the experimental conditions of resting state are not controlled. In this study, we investigated the effects of the low-passed dynamic random-dot patterns (LPDRDs) on the resting-state activities. We measured fNIRS signals from prefrontal cortex (PFC) and right-lateral temporal cortex (rLTC) during a block design paradigms, which is constructed of resting-state block with a LPDRD or a fixation crosshair (FT) after performing a 3-back task. We compared which condition is to be recovered to resting-state earlier after brain activation by the task. The results suggest that the average activity of PFC in the LPDRD condition was significantly lower than in the FT condition, indicating that gazing at the LPDRD in resting-state could be attenuated cortical activity more efficiently.