A couple days ago, I read an interesting blog from HBR titled ‘AI with a Human Face’ where the authors described how “All companies want to provide their customers with richer and more engaging experiences. The challenge is how to scale the experiences in a way that does not depersonalize or commodify them.” Digital Humans The authors ask the question “What Kind of Digital Human Is Best for You?” They present four categories of digital humans: Virtual agent: A conversational AI that shows the same characteristics towards all users, meaning they are not personalizing the experience on an individual level. However, they can be personalized at the segment level. Virtual assistant: AIs that are programmed to be a virtual assistant are more task oriented, use case-specific and outcome focused. It means they can help customers to complete a transaction or get answers for inquiries. Virtual influencer: This type of conversational AI is like a speaker at a conference, they talk to a wide audience but do not interact with them on an individual basis. They act like a thought leader on a certain topic or product and explain their opinion in a subjective way. Virtual companion: A virtual companion is […]
How AI Is Used In Case Management
