IntelliResponse can be deployed as an Avatar

The IntelliResponse solution can support Avatars (or Digital Characters) in a number of different methods. Typically, due to the inherent cost and support costs of using a digital character most customers use a component of their brand as a static digital character to start. This can be seen in the previous examples such as RBC?s ?Arbie? character. An animated digital character with or without voice can also be deployed in order to provide a different method of interacting with customers. 

There are various ways of incorporating both fixed and animated avatars within your environment.  For an example, visit the product showcase section of our website to see the many ways a Virtual Agent can be deployed (Question and Answer Style, Digital Character, and Chat Bot). We strongly believe that the digital character should be used as a guide to the experience, not as a talking head. This also carries with it the benefits of greatly reducing the initial and ongoing product and management costs when content is updated to continually enhance the customer experience. 

This approach also promotes the proper psychological state where the end customer views the avatar as an assistant on the customer service journey. In the event an incorrect answer is provided (for example), the digital character can re-direct the customer to alternate service methods and is therefore seen in a facilitator role.

We caution our customers to approach the use of animated or voice annotated characters with caution.  Unless the ?avatar? is delivering accurate responses to questions, customers will begin to distrust the avatar which is the personification of the individual delivering an answer. I?m sure we all remember the infamous paperclip from Microsoft.  Furthermore, the successful use of an avatar typically requires a brand persona that is established in the customer?s mind. There are exceptions to this approach. However, an examination of the top 100 global brands shows that only one utilizes a digital character in customer self-service or sales. Building a digital character without the customer understanding how they relate to the brand is difficult. 

Finally, in applying the use of avatars within your environment, keep in mind they do not scale effectively to alternate channels including agent, mobile and social thereby potentially increasing your servicing costs.