Picture this: You’ve bought a festival ticket, but something went wrong—maybe you need to report a problem or request a refund. So, naturally, you head to the website, expecting a quick solution. Perhaps a helpful phone number or at least a clear answer to your question. Instead, you’re met with a chatbot. After a few attempts, it’s clear that you’re trapped in a loop of canned responses, none of which solve your issue. Frustration builds as it feels as if you are talking to a wall instead of a person who is willing to help you.
Sound familiar? Well, you’re not alone. This type of experience has become the norm when dealing with chatbots, leaving users feeling more helpless and unsettled than ever and preferring human agents (Elliott, 2018). But what if there was a different solution to this problem? Enter generative AI avatars. Shah (2024) explains how advanced, human-like versions of chatbots offer something chatbots lack, emotional intelligence, engagement, and empathy. Unlike chatbots, which often answer with pre-determined or automated responses, AI avatars are designed to engage in more dynamic and natural conversations. They can interpret the intent behind questions and adjust accordingly. Diminishing the feeling of irritation and helplessness.
I was fortunate enough to develop such a real-life generative AI avatar myself. I have a hate-love relationship with chatbots. Having worked and experimented with chatbots, I can easily distinguish the difference between a so-called cheap or expensive (well-developed) chatbot. However, generative AI avatars are on a whole other level. When asking a question, it feels much more personal and interactive in comparison to an online chatbot. I felt more at ease and wanted to cooperate more than I would have with an online chatbot. As generative AI avatars continue to evolve and improve, their potential applications extend far beyond just customer service. From therapy to healthcare, these avatars could play a significant role in transforming how we interact with technology—or even each other.
References:
Shah, S. (2024, 8 maart). The rise of AI talking avatars: Enhancing customer interactions and engagement. Revenue Marketing Alliance. https://www.revenuemarketingalliance.com/ai-talking-avatars-customer-interactions-and-engagement/
Elliott, C. (2018, 27 augustus). Chatbots are killing customer service. Here’s why. Forbes. https://www.forbes.com/sites/christopherelliott/2018/08/27/chatbots-are-killing-customer-service-heres-why/
As a former customer success agent, I’m thrilled about the potential of AI avatars in customer service. My experience has shown that AI can efficiently handle routine requests, offering a glimpse into a future where customer service is more streamlined and efficient. However, it’s important to acknowledge the limitations. There are instances, particularly when customers have unusual or complex problems, where AI falls short. In these cases, the human touch is irreplaceable, especially when empathy or nuanced decision-making is required.
In my previous role, I learned that when customers are stressed or need urgent help, they often seek instant human connection. This is where the unique value of human empathy shines. There’s a level of emotional intelligence that only people can bring to the conversation, which makes all the difference in how the customer feels about the interaction. While AI avatars can help streamline processes and provide round-the-clock assistance, there has to be a balance for customer service to truly excel. AI should support human agents, not replace them, mainly when a personal touch is necessary.
The future of customer service is likely to see AI taking on repetitive tasks, but the moments that demand genuine human understanding will always require a real person. This balance is the key to achieving both efficiency and a positive, empathetic experience for customers. It’s a reassurance that while AI will play a significant role, human interaction will always be indispensable.