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Posted by Diane Clarkson on March 9, 2011
Not all companies that offer a virtual agent elect to have an avatar. However, many companies choose to make cartoon, 2D or 3D renderings of a human to personalize the experience, support the brand, and reinforce the conversational nature of the interaction.
But what should an avatar look like? Here are some considerations for eBusiness professionals who are designing a virtual agent avatar. Your avatar should:
Finally, be mindful of an avatar that is too lifelike because this increases the likelihood that consumers will be confused into thinking they are speaking with a real person. Also, be wary of the “uncanny valley.” The “uncanny valley” is a hypothesis around robotics that refers to human reaction to an anthropomorphized computer or robot. If the computer or robot is made to seem too lifelike, it engenders revulsion rather than attraction in people.