How AI-Powered Digital Humans are Enhancing Customer Service Dynamics

By Nima Olumi Nima Olumi has been verified by Muck Rack's editorial team
Published on June 9, 2023


In an era where customer expectations are continually evolving, businesses must adapt and embrace innovative solutions to stay ahead of the curve. One such breakthrough is the advent of AI-powered digital humans, which are transforming the landscape of customer service by offering personalized, engaging, and empathetic interactions. UneeQ, a pioneer in this field, is pushing the boundaries of traditional customer service, creating a new era of customer driven by artificial intelligence.

According to McKinsey, 70% of customers base their perception of a brand on their customer service experience. Businesses can now invest in cutting-edge solutions like digital humans, which foster a more intimate connection with customers while retaining the efficiency of automated systems.


Danny Tomsett, CEO of UneeQ, highlights the transformative impact of digital humans on customer service: “By leveraging the power of AI, we can create digital humans that not only understand the nuances of human emotions but also respond to them in a meaningful way. With 95% of purchasing decisions driven by emotion, not facts and logic, the ability to offer emotionally impactful experiences is separating brands who will win at Web 3.0 from those who will be left behind.”

Indeed, the impact of digital humans on customer service is being felt across numerous industries, with major companies like IBM, L’Oreal, and T-Mobile beginning to implement these AI-driven solutions. By doing so, these businesses are not only enhancing customer satisfaction but also streamlining operations and reducing the workload on human agents.

For instance, L’Oreal has introduced an AI-powered digital human to help customers make more informed decisions about their beauty products. This virtual assistant can provide personalized recommendations, answer frequently asked questions, and even demonstrate product usage, giving customers a more engaging and immersive shopping experience.


Similarly, T-Mobile has begun to explore the potential of digital humans in providing customer support, extending their reach beyond traditional channels to create a seamless connection with clients. By utilizing AI technology, T-Mobile’s digital human representatives can assist customers in resolving issues more efficiently, all while maintaining a friendly, empathetic demeanor.

UneeQ says its clients have seen impressive performance in digital human channels when compared to static, self-service web channels. One of its bigger clients doubled its online conversion rate, while reducing cart-abandonment rates by around 10%. Tomsett emphasizes how important it is for brands to step into the future.

“We’ve begun to see how powerful generative AI is, and how immersive and expansive the internet is about to become. Our goal is to replicate some of the friendliness, warmth and genuine support people feel when they go into a store. It remains the gold standard of customer experience; and with generative AI, we can now offer a bit of that emotional experience online too.

By Nima Olumi Nima Olumi has been verified by Muck Rack's editorial team

Nima Olumi is a News Columnist at Grit Daily. He is a mentor for Inner City youth in Boston at Squash Busters.

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