Artificial intelligence is breaking out these days with special force in automated customer service services, especially in times like those that are coming when Christmas orders will demand the maximum from online stores. Given this new market reality, it is estimated that algorithms impacted more than 17% of all orders at the end of November and December of last year, which translated into sales for a total value of 183 billion euros driven by this technology. . This is revealed by data collected by the company Saleforce, which indicates that online sales influenced by AI at Cyber Week of the same year reached 46,945 million euros. The forecast is that this year its influence will increase until it reaches at least one in five buyers.
In the rise of digital humans, or AI avatars, AI solutions focused on improving personalized offers to customers have become especially relevant. The digital human market was valued at 19,956 million euros in 2023 and is expected to reach 396,573 million by 2031, which represents an annual growth rate of 45.30%. Digital humans are powered by generative AI technologies that combine the best features of Large Language Models (LLMs) to achieve multimodal data processing and effective interaction with the avatar.
Through this technology, digital humans offer personalized product recommendations based on user data, perform intelligent filtering of products based on colors, names or prices, assist in the selection of sizes and other variants, process orders and payments within the widget, manage the shopping cart and checkout, offer information on shipping and returns and perform post-sale monitoring, according to sources from Wehumans, from the Abai technology group. Precisely this company has created avatars specialized in eCommerce and retail with the aim of transforming the sales process into intelligent solutions that help brands achieve their commercial objectives through the best end customer experience. “We create digital humans to reinvent the user experience, guaranteeing personalized attention 24/7, increasing the average value of orders and generating greater trust by allowing you to virtually ‘try on’ products before purchasing,” he says. Carlo Villegas, head of the Wehumans business unit. “One of our most notable projects is the clone of the legendary footballer Mágico González that we have designed for Cádiz CF. This avatar is capable of answering Cádiz fans’ questions related to season ticket management or knowing the match schedules and to sell club products, such as t-shirts.
Other studies indicate that 79% of electronic businesses in Spain already use this technology, which according to Gartner forecasts should be the protagonist of 95% of interactions with customers in 2025. In the case of digital humans, 70% % of e-commerce businesses trust the positive impact they have on customer service, according to Statista data.
For its part, The consulting firm McKinsey states that the retail sector could obtain a boost of 285,407 million euros by being able to automate various aspects of customer service with generative AI.marketing, sales and inventory and supply chain management. Not in vain, one of the main drivers of this expansion is retail and electronic commerce, which leads the implementation of this technology (26.22%) ahead of other segments such as entertainment, education and automotive, among others, according to a study by Kings Research.
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