In today’s digital age, businesses are constantly seeking new ways to connect with their customers and enhance the overall client experience. One emerging trend is the use of digital humans, AI-powered virtual companions that simulate human conversation, emotions, and expressions. Companies like UneeQ are at the forefront of this technology, creating digital humans that can engage with users on a wide range of topics, from personalized online shopping experiences advice to financial guidance.
According to a recent Gartner report, by 2026, 50% of B2B customers will interact with a digital human in the buyers’ journey. This demonstrates the growing interest in AI-powered companions as a means to improve customer satisfaction and streamline business processes.
Getting detailed insights from the source
Danny Tomsett, CEO of UneeQ, believes that digital humans have the potential to revolutionize customer experiences, by creating more friendly online interactions instead of just transactions. He says “business has long moved online. But the vast majority have failed to offer the same friendly, knowledgeable, service-with-a-smile that drove their best experiences. Digital humans are driven by generative AI language models – ChatGPT, Google Bard, etc. Much like how a store assistant used to spend time with you, understanding your needs and guiding you in the right direction, digital humans can do that, at scale, online, and through open-ended conversation. Harvard famously found that 95% of purchasing decisions are driven by emotion, not logic. Brands need to ask themselves if they’re doing enough to offer emotionally resonant experiences – the way they used to in stores?”
One of UneeQ’s most famous creations is a digital version of Albert Einstein, developed in collaboration with The Hebrew University of Jerusalem and Greenlight. Users can engage with the virtual physicist on a variety of topics, from his life’s work and research to general knowledge questions. Not only can people learn about the great man’s life, they can get to know his famous personality, too, as they chat with him one on one. Digital humans like Einstein have led to broad leaps in customer engagement and even conversion. UneeQ says one of its bigger clients – a global telco – even managed to double its conversion rate via a digital human experience.
UneeQ beyond pandemical acceleration
Another UneeQ creation is Sophie, a COVID-19 health advisor that has been designed to engage with users about the most common questions surrounding the pandemic. Drawing on data from the Centers for Disease Control and Prevention and the World Health Organization, Sophie provides real-time advice on ways to stay safe and updates users on the latest news and guidance related to COVID-19. In addition to their more famous creations, UneeQ has also developed digital humans for large companies, such as UBS’s chief economist Daniel Kalt. Kalt’s digital twin is designed to provide financial guidance and insights to high-wealth clients “face to face” at any time of day.
Danny Tomsett emphasizes the importance of creating digital humans that can connect with users on a personal level and adds that “customers online today are filled with doubt. Are they making the right purchasing decision, are they knowledgeable enough to even make that decision, are they getting the best deal? But when customers have a conversation with someone who can guide them and answer any questions they have, they become more confident. And confident customers convert. Customers online today are filled with doubt. Are they making the right purchasing decision, are they knowledgeable enough to even make that decision, are they getting the best deal? But when customers have a conversation with someone who can guide them and answer any questions they have, they become more confident. And confident customers convert.”
While it is still too early to determine the full impact of digital humans on customer experiences, their potential is undeniable. As AI technology continues to advance and become more sophisticated, digital humans are likely to play an increasing role in the way businesses interact with their customers. As Tomsett puts it, “Digital humans are not just about improving customer service, they’re about reshaping the future of web and commerce.”
YouTube: What are digital humans? | UneeQ
Photo credit: The feature image is symbolic and has been done by Christopher Isak via Midjourney for TechAcute. The images in the body of the article have been provided by UneeQ with permission to be used.
