Why Digital Humans Are the Future of Brand Interaction and Customer Service

Why Digital Humans Are the Future of Brand Interaction and Customer Service

The incorporation of chatbots into customer service has been a watershed moment for consumer interactions. Thanks to advances in machine learning and artificial intelligence, chatbots have become part of customer support and a critical component of many companies’ service strategies.

Chatbots are available around the clock, providing businesses with a significant edge. They meet many modern consumers’ expectations, but they are far from perfect. In retail and e-commerce, just 34% of clients approve of chatbot use.

Their limitations are becoming increasingly apparent

The first major limitation of chatbots is their failure to be human-like. If companies are to use them effectively for customer service, they must mirror human interaction in terms of responses and information processing. The human touch has the potential to transform a chatbot from a rudimentary tool for responding to queries into an empathetic and engaging support representative.

Chatbots provide uniformity and efficiency, but the platforms deploying them still face significant challenges, such as preprogrammed responses, limited knowledge, privacy issues, and, most importantly, impersonal interactions. Chatbots’ responses are scripted, resulting in repetitive and often irrelevant responses that fail to fulfill specific consumer requirements. There is also the risk of chatbots misreading the content of the customer’s messages, leading to inaccurate replies and deteriorating satisfaction.

Chatbots may fail to comprehend and process complex, nuanced, or non-standard inquiries, which makes consumers unhappy. They lack empathy and emotional intelligence, which are essential when dealing with delicate client concerns.

Like any other technology, chatbots can suffer from bugs, outages, or malfunctions that hinder customer service operations.

Processing personal data via chatbots raises privacy concerns and requires stringent security and data protection protocols.

Last but definitely not least, a growing number of clients are complaining about impersonal interactions with chatbots. They are looking for a customized approach to their needs, which they may feel only a human representative is capable of providing. Some clients don’t want to communicate with bots to begin with and will shun online companies that use them.

The cumulative effect of these limitations manifests in customer alienation.

Humanizing chatbots: the next evolutionary stage

Antix is pioneering digital humans as an effective and affordable alternative to the omnipresent chatbots. Digital humans are less expensive than hiring humans to perform the same tasks. They are particularly suitable in the context of B2B customers’ needs. They can interact with many more customers simultaneously than a single human and process requests without delays or breaks, reducing the workload on human staff and speeding up responses. Their ability to comprehend and empathize is far more advanced than standard chatbots’ ability, rendering interactions with customers far more pleasant and personalized.

Antix leverages advanced AI to ensure that digital humans are realistic, with great attention to efficiency and detail. The technology can improve customer experiences, transform interactions, and bridge the gap between the real and the digital worlds, which aligns with Antix’s motto: where digital worlds come alive. The AI-driven platform’s personalized digital humans resonate with customers while making it possible to test new concepts quickly and efficiently. Antix has helped global leaders like Porsche and Warner Brothers drive measurable business results and enhance engagement. Its proprietary technology crafts digital humans to mirror human behavior.

Benefits for media companies and luxury brands 

Beyond customer service, digital humans can become the online face of a brand, representing it across social media. They can take part in marketing campaigns and even engage with audiences at virtual events. This attracts the target group’s attention and helps craft an unforgettable brand image.

Digital humans hold potential for media companies, luxury brands, gaming studios, and any enterprise interested in advanced virtual engagements. They can host shows, conduct interviews, or interact with consumers at any time. AI-driven digital presenters can be replicated across multiple platforms, increasing content output without additional production costs.

A significant benefit for luxury brands involves hyper-personalized customer experiences. AI-powered digital concierges can provide personalized styling advice, recommendations, and guided shopping experiences. Digital humans enhance e-commerce by providing a luxury in-store feel in virtual environments.

Using digital models instead of human models for campaigns reduces the environmental impact of photoshoots and fashion shows. Sustainable fashion has become a priority for 72% of consumers, whose purchasing decisions are strongly influenced by the brand’s environmental impact.

Addressing legal issues and the fear of cloning  

Courts are likely to treat personalized digital humans the same as any other form of communication between customers, businesses, and partners. Companies are responsible for everything the digital human does, and reputable ones are setting clear guidelines for the use of the technology.

Participants in a 2024 study expressed concerns that digital humans could pose a threat to personal identity and might replace human interaction. Fear of AI cloning is increasing in tandem with the pursuit of realism. At any rate, this is the path a growing number of companies have chosen to take. The technology will be successful as long as there is trust and transparency and digital humans improve interactions between companies, which is emerging to be the case. In 2024, less than 5% of B2B buyers interacted with a digital human during the purchasing process. According to Gartner, this percentage will reach 50% by 2028.

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