Overview: Digital humans have emerged as a powerful tool for enhancing customer engagement, providing a blend of human-like interaction with the scalability of AI. Our RAI group was at the forefront of this trend, developing Digital Mike in collaboration with Tencent and Epic Games. Through rigorous experimentation, we demonstrated how digital humans could outperform traditional chatbots in terms of user engagement, satisfaction, and error tolerance. We also conducted comparative studies with celebrity-based digital humans like Digital Hugh Jackman, examining their impact on user trust and service quality perception.
Key Insights: Users showed a clear preference for digital humans in high-stakes service interactions, especially when these agents were designed to resemble familiar faces. However, our research revealed that errors committed by digital humans were more noticeable than those of less sophisticated AI, emphasizing the need for precision in AI-human interaction design.
Digital Human Diversity