You think your customers want a humanlike AI; you may be wrong

VentureBeat October 29, 2022
Hailey Scherer, Lippincott

Artificial intelligence—including automated virtual assistants (VAs)—is a hot topic for brands. The market for VAs is projected to grow more than six times, to $23 billion by 2027, accelerated by a COVID-19-era desire to serve customer needs remotely and at scale. From Alexa to Slackbot to Capital One’s Eno to Domino’s Dom, lately it seems like every brand has its own VA.

There’s a wide variety in how brands are approaching the design of VA experiences today, and there seems special interest in the highly humanlike ones—VAs that aim for the appearance and behavior of the real humans who previously fielded these inquiries. But that’s where brands potentially misstep. Instead, they could strive for a VA that’s more than human.

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