＂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
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.
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.
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.
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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