Digital People Are Changing Customer Service in a Way Chatbots Cannot
Over the years, customer service has changed – and continues to do so, but most notably, it has gone from a very business-centred process to one that focuses on the customer. Yet, delivering consistent customer service that doesn’t break your bottom line is hard – unless you tap into the power of technology and use something like a chatbot – or even better – a Digital Person.
These two technologies have unique advantages and differences that set them apart. Let’s start by looking at the similarities between the two:
Similarities Between Chatbots and Digital People
● 24/7 Availability: One of the primary benefits of both chatbots and Digital People is their ability to operate around the clock, every day of the week. This means customers can conveniently seek support and information at any time.
● Automated Responses: Chatbots and Digital People use predefined algorithms and artificial intelligence to streamline interactions that provide quick, accurate responses.
● Scalability: If your business deals with large volumes of customer queries, then a chatbot or a Digital Person is a good solution, as they are well-equipped to handle multiple interactions simultaneously.
● Data Collection: Another impressive feature is that both these technologies can collect customer data, as well as analyse it. This can help businesses differentiate themselves by refining their offering based on customer behaviour.
● Cost-Effectiveness: Implementing chatbots and Digital People can reduce labour costs without lowering efficiency.
The 5 Differences Between Chatbots and Digital People
- Appearance and Interaction:
Chatbots are typically text-based and interact with users through pretty straightforward messaging interfaces that can feel impersonal.
Digital People, on the other hand, have a visual, animated representation that mimics human movement and facial expressions. This makes interactions more engaging and lifelike, ultimately, offering users a richer experience.
- Personality and Emotion:
Chatbots can come across as rather robotic and devoid of personality, because – while effective – chatbots have limited capabilities to express emotions and personality.
However, Digital People can display a wide range of emotions and personality traits through facial expressions, tone of voice, and body language. This allows for more personal and empathetic interactions that make customers feel valued.
- Complexity and Nuance:
Chatbots may struggle with understanding and responding to complex or nuanced queries, as their algorithms are often designed for straightforward interactions.
But Digital People are designed to handle way more complex interactions as they leverage advanced AI and natural language processing to better understand and respond to nuanced customer needs, elevating the overall quality of the interaction.
- User Engagement:
Engagement with chatbots can be limiting as it is mostly text-based.
With Digital People, users are treated to an immersive and interactive experience which can boost customer satisfaction and loyalty.
- Technological Requirements:
Developing and deploying chatbots is generally easier and less expensive, mainly requiring text-based AI.
A Digital Person comes to life with advanced technology, including sophisticated animation, voice synthesis, and emotional recognition capabilities. Consequently, the development and maintenance costs can be more than that of a chatbot.
If you put your customer at the heart of everything you do, then a Digital Person is a revolutionary ally for your company, because it can help you humanise your brand by offering a more authentic customer service experience that fosters genuine connections.
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