The latest developments in machine-human engagement can offer auto finance customers an ‘almost human’ experience that could transform service levels.
Meet Rachel, a ‘digital human’ created by Soul Machines as part of its work with IBM to enable greater levels of face-to-face interaction in business.
According to chief business officer Greg Cross: “Humans can communicate in lots of ways. But when we actually want to have important conversations we always do those face to face.”
Delegates at the Auto Captive Summit, hosted by global finance technology supplier White Clarke Group, were able to see Rachel first-hand during a presentation by Toby Woolfe, industry solutions business development executive at IBM.
In this video, courtesy of White Clarke Group, you can see more about Rachel and learn about the potential uses of AI in finance.
Part of the challenge for developers is crossing the ‘uncanny valley’, which refers to a dip in affinity for human replicas, which appear almost, but not exactly, like real human beings and elicit uncanny, or strangely familiar, feelings.
Woolfe said: “I think for the initial sales enquiry, or end of contract business, there’s a lot we can do with this.
“She’s pretty good at maths, so you could say “my budget is £300 a month, what can you offer”, and she could juggle the numbers faster than a human being can, to come back with a recommendation.
“So, the question is, how far is this thing going to go? I don't think it will be too long before we see something on the streets here that’s outside of a retail bank.”