We live in an interesting time.
On the one hand, there is increasing use of speech technology and chatbots. This technology is becoming less and less distinguishable from human contact.
And on the other hand, we see a generation that lives in a world where on- and offline are merged into one sense of reality. They meet in real life, but mostly online, for example via Fortnite, Snapchat, TikTok, and Brawl Stars. In addition, they are growing up with a new way of interacting.
When we connect these two, great opportunities arise for organizations! Speech technology and chatbots are tools to create a digital personality. A personality with a character and a mind, such as the Chatbot Nikki at DSW. Through such a digital personality, organizations can become part of the group of friends of that Fortnite-playing generation. You already feel it, this results in such an intimate relationship that there is a lot of insight into the needs of that customer. That is an enormous amount of value, and therefore the promise of such a digital personality!
You see it happen more and more often. The new generation is asking questions to Amazon Alexa or the Google Home. Or buy insurance or fill their shopping cart. But a smart speaker is not the only channel that this young generation uses.
The digital personality can also be present in Fortnite. Or immediately offer help and arrange things after a car accident. Or provide status updates and deal with complaints next to a building site.
Hope you notice, an intimate bond between organization and customer is growing. And thus a lot of insight into the needs of that customer. But there is more to be aware of. This new generation expects a lot from organisations and the people around them, including a digital personality. They expect you to make the right choices when it comes to social responsibility. What does your personality think about sexual preferences, or how does it feel about inequality between different races? And what about the climate, how many CPUs and GPUs are needed in a data center to keep that digital personality alive and what is the consequence for the climate. That’s how far it goes.
Make the wrong choices and you’re out of the group of friends, then you will be seen as the enemy. But with the right choices, your digital personality becomes part of the group of friends and the promise becomes reality.
So make digital friends, not enemies!
Want more details on how to create a digital friend? Please feel free to contact me.