Lets build an experience instead of another chatbot!

"Research across hundreds of brands in dozens of categories shows the most effective way to maximize customer value is to move beyond customer satisfaction and connect with customers at an emotional level."

– Harvard Business Review

If you need to make an insurance claim, you use an online form for that. In the case of opening new accounts, you simply fill in the form, then benefit from the quick mail response. Maybe you would like to take out a loan? Oh, it should be a piece of cake to speak with a chatbot briefly and learn everything about everything. Do you recognize yourself in the lines above?

The answer is unequivocally yes. We are constantly connected to a network. The companies improved efficiency as well as cut their costs by shifting to the digital contact with customers. But on the other side of the coin – for many businesses the emotional bond has been violated by digital strategy and efficiency that directly affected the cost of the brand, revenue growth, and outflow. This backdrop sets the scene for incredible innovation, as it became pretty complicated for clients to differentiate the values of the brand of two different companies. It’s all about digital commoditization.

Результат пошуку зображень за запитом "faceme"

FaceMe is a world-leading provider of Digital Humans via its Intelligent Digital Human Platform, created on the AI basis, which expands the brand opportunities to build reliable interaction with clients in the real time, based on customized content and unforgettable personalities, which build an emotional connection using the power of the human face. IBM Cloud technologies are used together with high-capacity of IBM Cloud bare metal servers in order to provide endless scalability of this technology for hundreds of simultaneous conversations. It’s such an organization that – to put it in a nutshell – enables organizations to reduce the cost to serve at the same time as enabling opportunity for growth and improving customer experience. The company now operates in New Zealand, the US, Australia, and Europe, working for global brands such as Vodafone and UBS. It’s available for customers through browsers, mobile phones or kiosks.

Результат пошуку зображень за запитом "faceme"It is estimated by analytics that within the next decade nearly 85 % of communication with customers will be implemented only via digital channels. Mobile applications, web-portals, and chatbots will become even faster and more convenient, but the companies might have a difficult time building bridges with the clients in such a competitive environment.

I’m pretty sure that our future reality will draw a lot of eyeballs. At least for the reason that Digital Humans will process question in just 100 milliseconds, during which they will converting text from a chatbot into key human qualities through both the ability to respond with speech, facial expression or gestures and also apply dynamic reaction based on customers behavior and emotion. The client, in turn, perceives almost immediate response that means that conversation flows good, and feels as comfortable as talking with the real agent.

 Emma Lavelle talks to “Vai” who was set up at New Zealand’s Auckland Airport to answer biosecurity questions from travellers in a bid to reduce the workload of biosecurity officers.

Bringing emotional connection to the digital world is as crucial in the context of business as in solving pressing issues, related to health and well-being, education, environment, and many other spheres. Take the example of psychological health. You know, the first important step is just to make patients talk. As studies have shown, 63 % of people would prefer talking about problems of their psychological health with Digital Humans. Therefore, there is a great opportunity to make a valuable contribution to society. FaceMe also works with the Centre for Digital Business to create digital reading instructors, who can help children with reading problems, for whom there is a shortage of qualified teachers. One more potential use case is a provision of consultations and emotional support for patients, recovering after heart surgeries.

Technologies of IBM and FaceMe represent a powerful combination, which intends to change the customer’s experience all over the world. Remember, there is no restriction in our ambitions and ability to make a positive contribution in the society by introducing emotional connection in the digital world.

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Puhach Anhelina

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One thought on “Lets build an experience instead of another chatbot!

  1. Dzieciątko Julia says:

    I haven’t heard about FaceMe, thanks for the article, really interesting! From the entrepreneurial point of view I would say it’s a great solution. The fact that this digital human remembers and stores all information about each customer saves a lot of time for both a customer and a company. I also understand the need for emotional connection, because chatbot market is really competitive and is constantly growing. But from a humane point of view this idea scares me a little. At the moment it is relatively easy to distinguish chatbot and human consultant and I am worried that one day, with the development of FaceMe and similar inventions, I won’t be able to say whether I speak to person or to computer, which is creepy for me.

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