The optimization of ‘machine v. human’ capabilities in different interfaces has been a central focus of our research. For example, call center reps can do their jobs more effectively if they are leveraged by sophisticated customer information databases. Adding a human element to automated channels can also be good, such as voice response systems that are easier to navigate and yield happier users. In fact, effective automated interfaces are becoming more and more human.
Enter the digital “avatar,” an animated representation of a human being that looks, moves, and sounds like a real person. In addition to exploring the practicality of this approach in a client setting, we have been experimenting on our own with avatars to get a feel for their capabilities.