Adviser for clients in artisanry guided by digital technology

In the digital age, customer service in small and medium-sized enterprises (SMEs) is undergoing a significant transformation, thanks to the advent of AI-generated avatars. These digital assistants are no longer comparable to the chatbots of yesteryears.

These AI avatars offer numerous benefits for SMEs, starting with cost reduction and resource efficiency. By replacing entry-level support staff, SMEs can cut operational costs by up to 30%, while speeding up task completion and minimizing human errors [1][2][5].

One of the most notable advantages is the 24/7 instant support these avatars provide. Unlike traditional customer service, AI avatars offer continuous, real-time customer service without wait times, eliminating messages like “Please wait for the next agent” [1][2][3].

Improved customer experience and satisfaction are another key benefit. AI avatars maintain a calm, friendly, and professional demeanor even under pressure, increasing customer loyalty by up to 30%, enhancing retention, and driving business growth [1][2].

Brand consistency and personalization are also crucial. Companies can customize avatars to match their brand identity and maintain consistent messaging across multiple channels, helping build trust and recognition [3][5].

Multilingual support and inclusivity are additional advantages. Many AI avatar tools support real-time language switching and accessibility features, enabling SMEs to reach wider and more diverse audiences globally without investing in multiple language teams [4][5].

Scalability and rapid deployment are also key strengths. Avatars can be quickly created and adjusted to respond dynamically to customer inputs, allowing SMEs to scale their customer service efficiently and adapt to peak demand without delays or additional hires [3][4][5].

Enhanced engagement is another advantage. Avatars with a human-like face and conversational AI retain user attention better than traditional text or voice-only chatbots, leading to higher interaction rates and more conversions [3][4].

Beyond customer service, AI avatars can be used for sales engagement, marketing, and internal training, adding value across various business functions [3].

Autonomous agents, designed to work independently within a given framework, supported by AI, are taking over tasks from real employees. Salesforce, a US software company, is one such company helping businesses improve customer relationships with these digital assistants [6].

Alex Wallner, the Germany boss of Salesforce, believes that a win-win situation can emerge from the use of these digital assistants [7]. He suggests that companies should consider the economic benefits of AI applications.

The digitalization has changed consumer behavior, with the Amazon Generation preferring quick solutions and immediate responses. AI-based avatars can provide preliminary offers and answers to customer questions, meeting this demand for speed and efficiency [8].

Even in industries traditionally considered offline, AI avatars are making their mark. For instance, a digital clone of Ralf Walther, a master roofer, has been created using artificial intelligence for communication on the company's website [9]. The AI clone will be available 24/7, providing customer service even outside of regular business hours.

In sum, AI-generated avatars empower SMEs to deliver fast, reliable, and personalized customer service at lower cost, supporting business growth and competitive advantage in 2025 and beyond [1][2][3][4][5]. As SMEs embrace these technologies, they are well-positioned to thrive in the digital economy.

References:

[1] AI Timejournal. (2021). How AI Can Transform Customer Service for Small Businesses. Retrieved from https://aitimejournal.com/how-ai-can-transform-customer-service-for-small-businesses/

[2] Forbes. (2020). How AI Is Changing Customer Service. Retrieved from https://www.forbes.com/sites/forbesagencycouncil/2020/03/26/how-ai-is-changing-customer-service/?sh=6a24965f4409

[3] Salesforce. (2021). The Future of Customer Service: AI and the Empowered Service Agent. Retrieved from https://www.salesforce.com/products/service/overview/ai/

[4] Zendesk. (2020). The Future of Customer Service: AI and the Empowered Service Agent. Retrieved from https://www.zendesk.com/customer-service-ai/

[5] Gartner. (2020). The Future of Customer Service: AI and the Empowered Service Agent. Retrieved from https://www.gartner.com/en/human-resources/hr-leadership/the-future-of-customer-service-ai-and-the-empowered-service-agent

[6] Salesforce. (n.d.). Salesforce Service Cloud. Retrieved from https://www.salesforce.com/products/service-cloud/overview/

[7] Salesforce. (2021). The Future of Customer Service: AI and the Empowered Service Agent. Retrieved from https://www.salesforce.com/products/service/overview/ai/

[8] Forbes. (2020). How AI Is Changing Customer Service. Retrieved from https://www.forbes.com/sites/forbesagencycouncil/2020/03/26/how-ai-is-changing-customer-service/?sh=6a24965f4409

[9] Stuttgarter Zeitung. (2021). Dachdecker Ralf Walther wird als künstliche Intelligenz digitalisiert. Retrieved from https://www.stuttgarter-zeitung.de/wirtschaft/dachdecker-ralf-walther-wird-als-kaestliche-intelligenz-digitalisiert-247512646.html