By some estimates, the market for conversational artificial intelligence (AI) technologies will reach $13.9 billion by 2025—and it’s easy to see why.1 Using advanced technologies like affective computing, facial recognition and large transformer models like BERT and GPT-3, companies can vastly improve customer and employee experiences. For example, “Digital human” technologies can replicate human emotions, gestures, and visual cues in some customer service touchpoints, as UBS, BMW, Southern Health Society and Noel Leeming’s Stores are discovering.
UBS, for example, created a prototype digital double for its chief economist, Daniel Kalt, with the potential to use that avatar (with full disclosure) in certain “face-to-face” meetings with high-wealth clients. The “digital Kalt,” created in a process using more than 100 DSLR cameras, draws on information provided by the real Kalt to communicate with others; it also makes eye contact and reacts to conversational cues, for example by smiling.
Meanwhile, United States insurer MetLife has applied Cogito’s emotion AI coaching solution to help its agents improve their customer interactions in real time, using prompts including “slow down your
