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AI-powered customer support robots bring human touch to virtual world

AI-powered customer support robots bring human touch to virtual world

Fusing human psychology with an advanced artificial intelligence engine, MyCyberTwin’s virtual humans are being used by organisations like NASA and National Australia Bank to improve their customer support levels.

AMP's CyberTwin, Sam.

AMP's CyberTwin, Sam.

Soderstrom says NASA plans to further the use of cyber-robots in Second Life and is looking at using the technology for expert training as its expands the mission information it makes available to the public.

Future applications

According to MyCyberTwin CEO Capper, in time, AIs are likely to begin to move out of the Web and onto portable devices to assist in every day interaction and business tasks, such as automatically writing and replying to e-mails on your behalf.

CyberTwins could eventually emerge as concierges in the hospitality industry at hotels, reception staff in office towers, personal trainers, multi-lingual teachers helping people practice their English skills, or as companions for the elderly.

Many people may prefer to leave Kit, the AI-powered car driven by David Hasselhoff in the show Knight Rider, back in the 1980s, but cars with in-built CyberTwins are also a possibility one day, Capper says.

Similarly, CyberTwins can be embedded in fridges and robots to provide an instant conversation brain with the ability for the robot or fridge owner to customise the personality. They can also appear as intelligent marketers to profile and assess the buying public as they interact with a product or its Web site.

“We see our robots being in machines more and more over time,” she says. “People already have a relationship with their phones and GPS systems, and we think those things should have bigger brains.”

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