Over the years, customer service had experienced series of evolution. From reaching through direct line, then hotline and now chatbox. Truth be told, the advancement of technology will continuously reshape our digital communication experience. Today, the hype centered around an AI-driven technology called digital human. What is digital human and its role as the future digital communication?
To begin with, the application of digital human is not actually ‘new’. Its usage had been long applied in media and entertainment sector. Take video game character as an example, this generated avatar is programmed to mimic or act according to the player instruction to provide better and memorable user experience. Yet, the definition of digital human is more than just a human avatar. Digital human is an interactive, AI-driven representations that can be represented in many forms, as avatar, humanoid robots or chatbots that give out human-like behaviour through the support of various technologies which include Computer-generated imagery (CGI), conversational UI and 3D real-time autonomous animation. Therefore in a simplified way of explanation, digital human is digital-twin representations of people powered by artificial intelligence (AI) , giving it the ability to respond as human does in certain situations.
Today, online services has become extensively applied by people where customer satisfaction through excellent users experience is the main factor that can help enhances the growth of a business. With this objective, digital human which offers better digital communication experience can be a potential transformational tool that can support organisation digital transformation journey as well as increases the value of business in organisation.
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