Digital humans for technology and software companies

Today, some of the world’s best and most innovative companies are technology brands. But while they’ve managed to largely solve for the issues of scalability, convenience and cost with their tech, software and platforms, customers are struggling to find a human experience to engage with.

If you’ve got a technology, software or platform that requires a higher level of human touch and engagement, then digital humans have an answer. Digital humans integrate with any chatbot, natural language processing (NLP) or conversational AI platform, to put a human interface at the front of your tech.

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Learn how these leading technology and software companies are using UneeQ to improve their CX

What makes us UneeQ

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Digital humans use the most time-tested and universal interface – the human face – to drive deeper levels of user engagement and connection. They speak, listen and interact naturally, to make customers feel seen, heard and valued.

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Our digital humans integrate into your tech environment. They work across your customer touchpoints and channels to offer multimodal, omnichannel customer experience – 24/7, 365 days a year. Plus, they’re scalable to the nth degree.

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If you already use a chatbot, NLP or other type of virtual assistant, you’ve already started creating your first digital human. We integrate into any conversational AI platform to give you a more human way of interacting with customers.

Digital humans working in the technology and software industry today

Serko | Travel management software for the human age

In a bid to make corporate travel booking less stressful for all involved, Serko has integrated a digital human into its Zeno product. Users can arrange their corporate travel with a simple conversation, saving time and creating a more engaging experience.

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Amelia | IPSoft’s enterprise AI given the human factor

Amelia, an IPSoft company, is an enterprise AI that makes typical business processes smarter and more streamlined. By giving Amelia a human face and the ability to hold real conversations, the UneeQ platform provides the EQ to match her IQ.

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BMW | Creating the future of driving experiences

Developed for BMW’s Innovation Lab, we built a one-of-a-kind in-car assistant so owners can do more when behind the wheel. Drivers get a personalized experience with their own in-car voice assistant who can help plan routes and change various settings.

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Create interactions, not just transactions

82% of people now say they want more human interaction with brands, not more lifeless automation. As well as managing transactional tasks, digital humans can hold open-ended conversations, with emotional responses that allow them to interact on a deeper level.

Available around the clock, across channels

Regardless of the time of day, week, month or year, digital humans can serve a virtually infinite number of customers at once. Plus, we provide our SDKs that let you provide digital human support across mobile, web or kiosk implementations.

Integrate into your existing tech stack

Our digital human platform can draw on your data, interact with your back-end and feed into your CRM. Be it SaaS, PaaS or hardware, you bring us your best tech, and we’ll provide the APIs.

Go beyond a lifeless AI chatbot

Chatbots are great at some things, but they can’t be expected to make your customers smile, let alone connect with them on a more human level. Digital humans simulate the warmth, friendliness and empathy of a human conversation, while maintaining the speed and convenience of digital.

  • “Digital humans bring back the human dimension to servicing, and scale it. To connect emotionally with their clients and be sensitive not just to their practical, but also to their emotional needs.”
    DELOITTE DIGITAL
    PARTNER
  • “With our AskZeno chatbot we introduced conversational commerce and an integration point with enterprise collaboration platforms, and we believe UneeQ's digital human is the next evolution of that.”
    SERKO
    CHIEF EXECUTIVE OFFICER

A HISTORY OF AI TECHNOLOGY: FROM CHESS MASTERS TO CONVERSATIONAL EXPERIENCES

So, how did we get here? To a point where we can expect customers, users and other people to emotionally connect with technology through digital human interactions? While we won’t highlight every AI technology, research paper and event that’s paved the road to modern artificial intelligence, we can look at some of the things that have made conversational AI a quickly growing business imperative.

1930s

Science-fiction foundations: Like many great technologies, AI began when creative minds in fiction wondered what will be possible in the future. The decades on from here would see many storytellers set the scene for intelligent machines.

1950s

AI’s founding fathers: British Polymath Alan Turning wrote seminal research papers on whether machines can think. Computer scientists John McCarthy and Marvin Minsky hosted a conference in 1956 where the term “artificial intelligence” was coined. And enthusiastic funding in AI would soon follow.

1970s

Interactions with robotics: Science-fiction portrayals of AI as robots drove the development of early prototypes like Waseda University’s WABOT. Machines began to think and move more like humans.

1990s

Early NLP starts a conversation: As we enter the digital age, we begin to see more AIs replicating human thinking instead of just human movement. Early chatbot ALICE used natural language processing (NLP) to start digital conversations.

1990s

IBM’s Deep Blue: IBM’s incredible Deep Blue AI famously beat Chess Grandmaster Gary Kasperov over six games, proving that machines could do much more than listen to commands; it could work out the best course of action for itself.

2000s

Entering the age of automation: The decade saw many advances in automation, from early driverless car research to computer vision and automatic text generation. The world started to realize practical solutions for AI.

2010s

Chatbots and voice assistants: Chatbots explode into popularity towards the end of the decade. Meanwhile, voice assistants like Siri, Cortana and Alexa make their way into our homes, businesses and cell phones – as people turn slowly towards integrating AI assistants into everyday life.

2020s

The age of experiential conversational AI: AI has learned to think like us, walk like us and talk like us. In turn, people have started to trust, rely on and embrace software. Today, AI is starting to show some of that emotion back as it looks to simulate human interaction. Using advanced CGI animation and modern NLP, digital humans are at the forefront of the growth of experiential, conversational AI.

BRINGING A HUMAN EXPERIENCE TO YOUR SOFTWARE OR TECHNOLOGY | DIGITAL HUMANS, CHATBOTS AND CONVERSATIONAL AI​

Conversational AI is taking technology and software and making it more human, more accessible. The world’s biggest technology brands are defined by their understanding of user experience. Digital humans can put more of what people love into hardware, software and platforms, while maintaining the benefits of modern digital tech.

The past few decades have seen the inimitable rise of technology brands. Now, the most successful companies in the world are those that have applied technology in the most effective way. The biggest and most well-known among them, however, have always had user experience at the heart. They’ve solved real customer problems – be it the speed of delivery, convenience, cost or accessibility – with tech.

And it’s not just the household names who make up this roster of remarkable businesses. Today’s countless technology and software companies may not wish to lay claim to being the biggest; they’re simply making people’s lives better – be it in a B2C or B2B environment. These software, products or platforms can be quite niche, but they all have one thing at their core. They all excel at user experience.

But users are demanding more.

We now live and work in an environment of automation and digitization. Unlike in times past, customers are more likely to interact with your chatbot or try and find an answer via FAQs than they are to speak to a human representative of your brand.

Technologists will know that’s because humans don’t scale. But conversational AI does. Digital humans are even replicating some of the human touch users don’t usually get in today’s online environments, and embodying the brands they work for to great effect.

As always, it’s not about the technology. It’s about solving a demonstrable user pain point with the right tech. And from offering consistent customer experiences across channels to helping to educate users in the right way, there’s a lot that conversational AI in digital humans offers to today’s technology companies. Here are a few reasons to be excited.

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    Omnichannel, multimodal, customizable

    We don’t need to tell technology brands how important omnichannel experiences are. But even the biggest brands in the world are struggling to maintain consistency across their customer-facing channels. 

    Just think of the ads you see on TV or online. They’re designed to emotionally grip the audience. But then when a potential customer goes to their website, how many website experiences can hold that grip of emotional engagement? 

    Not many. The customer is left to find their own answers and educate themselves. You may feel the same about your own website resources. They may speak to your chatbot, browse your landing pages or fill out an online form. But are those touchpoints as engaging as their first?

    Digital humans are designed to maintain an emotionally engaging experience throughout. Not by simulating the look and feel of a fantastic ad, but by putting the human experience back into the user experience.

    Digital humans can live across any and all of your customer touchpoints. They can interact with users on your website, they can live within mobile apps, software or platforms, and they can manage customer support requests – all using the human face, voice and body language customers have always enjoyed.

    Recreating human connection through a trusted UI

    We like to think of the human face as the most time-tested and universal interface that’s ever existed. As people, we use speech to convey meaning, and things like tone of voice and facial expressions to improve understanding and create deeper connections. Think of receiving a smile when something good happens in a conversation, or empathetic gestures when things don’t quite go right.

    For millennia we’ve used our sophisticated human interfaces and evolved because of them; so why not use these in the digital world, too?

    Technology companies have spent significant amounts of time, money and effort making user design, experience and interaction a priority. But the level of interaction we enjoy as humans has largely been absent from the equation.

    Digital humans recreate interpersonal connections. Through CGI and AI automation, they display situational-appropriate emotions like empathy, warmth and friendliness – digitally – while using the conversation design provided by a chatbot or NLP.

    To create deeper levels of understanding and support, they can use voice, text, animation and interactive on-screen elements to interact with people on their terms. If you’re a visual learner, you have a visual medium. If you learn best through doing, you’re part of an active conversation. 

    These are all parts of VARK learning methodology (visual, auditory, reading/writing and kinaesthetic learning) that determines how people best understand information presented to them.

    And, like we do as real people, they can deliver the personalized experience most marketing functions are lacking. Customers are seen, heard and validated – a digital human can even remember their name or use other data fields from knowledge bases or CRMs to offer deep personalization.

    Digital in the best possible way

    Like all the best digital technologies, digital humans are available 24/7, 365 days a year. They scale in ways people simply cannot. That means, whenever a customer wishes to interact with somebody, they have a face-to-face conversation always at hand, even if human customer support is unavailable.

    They’re also plugged into the latest data sources, meaning they can provide accurate answers right away. Users don’t have to “go on hold” while a customer service rep finds the answer. The digital brain of a digital human can search, find and provide an answer in milliseconds.

    Similarly, our digital human APIs allow conversational AI interfaces like these to be plugged into virtually any product or service, software or platform, so interactions happen natively in your technology

    Digital humans also benefit from being not human. People are less concerned about asking questions they think they should know the answers to. We’ve seen this historically in everything from finance – where people are too afraid to ask about basic money matters – to healthcare, where people feel too embarrassed to talk to a human specialist.

    Technology companies, by their very nature, struggle with some of the same product or service education problems. But some of the most valuable users are the ones you’ve taken the time to educate. Digital humans offer a personal interface to learn from, without the fear of judgement.

    A brand ambassador you can rely on

    From television ads, blogs, videos, social media, email automation and how-to guides, brands have gotten very good at talking at their customers, rather than with them. When there is a two-way conversation, it almost never takes place in real time, and with a person users can connect with in any meaningful way.

    And let’s be clear, no one is forming an emotional connection to your chatbot.

    Yet emotionally connected customers are more than twice as valuable than even “highly satisfied customers”, Harvard Business Review found. These emotionally charged brand experiences can, HBR discovered, lead customers to buying more of your products and services, exhibiting less price sensitivity, recommending you more, visiting your website more often, engaging more with your communications and following your advice to a greater degree.

    This is ultimately what digital humans aim to solve for, as highly engaging, interactive and emotive user experiences. They solve users’ problems with their IQ, offer deeper emotional engagement with their EQ, and do so with a defined personality that’s an embodiment of your brand.

    They never have a bad day, act inappropriately or even show up late for an appointment. As brand representatives, they’ll never go off-script at the most imperfect moment.

    This is a new territory in branding. So a good place to start when thinking about embodied brand interactions is by imagining what your brand would look and sound like if it were a person. What its principles would be, its personality, its character.

    Designing your digital human’s personality is a core part of the overall project, and an exciting one at that, given what’s now at stake when building emotional connections to your brand.

    Improving your chatbot for the modern user

    Chatbots have their place in the digital workforce. They’re often the quickest way for users to get a response online. For instance, GGS found that 29% of people prefer chat interfaces for their quick and simple questions. That’s potentially a lot of people helped, without having to burden a live in-person chat service with low-touch responses.

    But chatbots are limited. Put it this way: when was the last time a chatbot made you smile – let alone laugh or tell a friend how good the experience was? If you are relying on your chatbot to create digital engagement and valuable emotional connection, you may find yourself disappointed.

    For one, chatbot fatigue is very real. More than four in five people now say they prefer human interaction, even as chatbot technology becomes more popular, PwC discovered. GGS also found that 71% of people are unlikely to turn to a brand that didn’t offer a form of human customer support. 

    So the issues with chatbot engagement are well known. Our own research shows that 42% of brands today are looking to add more of a “human experience” into their chatbots as a matter of priority.

    But your chatbot still has a place in your digital workforce. And importantly, if you’re looking at digital human innovation, all the time, work and money you’ve put into your chatbot hasn’t been wasted – but it can be upgraded.

    A digital human works with the same conversational framework as your chatbot. Our digital human platform integrates with any natural language processing (NLP) tools you may already use.

    And if you’re not yet using chatbot technology? Then we can help you get started by recommending NLP platforms or even partners who can help you get going. For more on how this, check out our how it works page, where we give a more thorough explanation.

    We know the challenges technology companies have. We’re a technology company too, after all. We know the many parts of business that need to function, and the many priorities that can affect growth.

    Focusing on user experience has always been the way great tech ideas turn into great tech businesses. We can help with that – and we’d love to show you how.

Get a complete overview of digital humans

Unlock the what, why, and how of conversational AI and digital humans with our free eBook. 

Other industries we work with

Right now, UneeQ digital humans are working in the healthcare, education and retail sectors to name just a few. Everything from their appearance to their personalities are being co-designed to create the most positive, lasting impact on users.

Retail

In-store or online, digital humans make retail about interactions, not just transactions, creating memorable, omnichannel customer experiences that amplify and boost user engagement.

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Healthcare

From improving health literacy and healthcare accessibility to easing the burden on front-line staff, digital humans educate and inform, while combining the best of in-person and digital care.

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Banking & finance

Chatbots and other digital channels are helping banking and financial services organizations scale, but they’re sacrificing customer experience in the process. Digital humans are helping put that back.

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Digital humans for software and technology companies: A conversational AI solution for today

While the foundations of conversational AI were laid in science-fiction novels, the present day benefits are very real. As with any emerging technology, you’d be forgiven for thinking it doesn’t yet exist, but some big software and technology brands have been using digital humans for years.

And in 2020, things got even easier. UneeQ launched Creator, the world’s first platform for designing, developing and deploying digital human employees and experiences.

While AI-powered digital humans used to cost significant time and effort to build, today the barrier to entry is much more manageable. Using UneeQ Creator’s free trial, you can choose how your digital human looks, sounds and interacts. You can integrate your chatbot or NLP and start speaking to your brand straight away. And you can build out a POC to share with others.

It’s never been easier to start building the future of customer service and experience. A future where the human touch is ubiquitous.