Business Process Solutions

Improving customer interactions with AI-based avatars

22 December 2021
Animatico’s avatars are AI-based and can give advice on products or promotions as well as help navigate customers through a store. Source: Animatico

Avatars are being used more frequently for customer service as retailers look to improve customer interactions and service in retail, business and other segments. While avatars have been used for years for customer service, much of the technology is clunky, with poor conversational understanding and a lack of effective voice control.

Animatico is looking to improve the customer experience (CX) by combining artificial intelligence technology and voice control with avatars to create seamless interactions for customers and visitors.

How it works

The company has created a voice-enabled human-like interface with AI characters that the company claims will allow avatars to become business tools instead of gimmicks.

The avatar automatically recognizes visitors in a specific area and encourages them over with a subtle invitation. Once the customer’s attention has been acquired, they can ask the avatar for information, such as the fastest route to destinations, product promotions and recommendations.

How it benefits

This allows staff to focus on other areas of productivity and efficiency in the workforce.

Animatico said avatars have been effective in retail by increasing customer engagement, reducing churn and routing customers through stores.

Additionally, stores can add gamification capabilities that involve having customers play games that are related to products through simple interactions.

Animatico said that avatars provide analytics to better understand the customer base and change current systems to make more of a business impact in stores.

The company will present its AI-based avatars at the upcoming CES 2022 trade show taking place in Las Vegas on January 5-8.

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