Karola Riegler's List: Cyberpersonality

• A Digital Conversation is
• In the same New York Times article Robert M. Greenberg then states that he wants to "engage (consumers) in digital conversations that are so entertaining, involving and valuable that they won't want to ignore them."^[3] The key word here is "engage". Digital Conversations are created to be, in essence, human interactions and dialogue with one human removed. Unlike Bots and Avatars, Digital Conversations are scripted, and this may well lead to more human like interactions.

• The Digital Conversation Bio-System

   

  Digital Conversations consist of a four stage "bio-system":

   

  Create - Consisting of the preliminary creation and refining of the Digital Conversation including its front end

   

  Interact - Whereby consumers engage with the Digital Conversation

   

  Understand - The usage data of every consumer engaged with a Conversation is automatically stored and aggregated and can be viewed quickly and easily

   

  Adapt - This usage data may lead to changes to the Digital Conversation which are reflected in real time across all channels (as the Conversation is called from one source no matter what the medium accessing it).

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• Automated customer service

   

  Customer service may be provided by a person (e.g., sales and service representative), or by automated means. Examples of automated means are Internet sites. An advantage with automated means is an increased ability to provide service 24-hours a day, which can, at least, be a complement to customer service by persons.^[6]

   

  However, in the Internet era, a challenge has been to maintain and/or enhance the personal experience while making use of the efficiencies of online commerce. Writing in Fast Company, entrepreneur and customer systems innovator Micah Solomon has made the point that "Online customers are literally invisible to you (and you to them), so it's easy to shortchange them emotionally. But this lack of visual and tactile presence makes it even more crucial to create a sense of personal, human-to-human connection in the online arena."^[7]

   

  Automated means can be based entirely on self service, but may also be based on service by more or less means of artificial intelligence.

   

   

   

   

  

   An automated online assistant with avatar providing automated customer service on a web page.

   

   

   

  Examples of customer service by artificial means are automated online assistants that can be seen as avatars on websites.^[6] It can avail for enterprises to reduce their operating and training cost.^[6] These are driven by chatterbots, and a major underlying technology to such systems is natural language processing.^[6]
• Automated customer service
• • ^ ^{a b c d} Implementing an online help desk system based on conversational agent Authors: Alisa Kongthon, Chatchawal Sangkeettrakarn, Sarawoot Kongyoung and Choochart Haruechaiyasak. Published by ACM 2009 Article, Bibliometrics Data Bibliometrics. Published in: Proceeding, MEDES '09 Proceedings of the International Conference on Management of Emergent Digital EcoSystems, ACM New York, NY, USA. ISBN 978-1-60558-829-2, doi:10.1145/1643823.1643908
   
  • ^ Solomon, Micah (4 March 2010). "Seven Keys to Building Customer Loyalty--and Company Profits". Fast Company. http://www.fastcompany.com/article/seven-keys-to-building-customer-loyalty-and-company-profits?page=0%2C0. Retrieved 14 March 2010.

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• Artificial intelligence
• In computing, an avatar is the graphical representation of the user or the user's alter ego or character.
• It can also refer to a text construct found on early systems such as MUDs.^[4] It is an object representing the user. The term "avatar" can also refer to the personality connected with the screen name, or handle, of an Internet user.^[5]

• Artificial intelligence

   

   

   

   

  

   An avatar used by an automated online assistant providing customer service on a web page.

   

   

   

  Avatars can be used as virtual embodiments of embodied agents, which are driven more or less by artificial intelligence rather than real people. Automated online assistants are examples of avatars used in this way.

   

  Such avatars are used by organizations as a part of automated customer services in order to interact with consumers and users of services. This can avail for enterprises to reduce their operating and training cost.^[19] A major underlying technology to such systems is natural language processing.^[19] Some of these avatars are commonly known as "bots". Famous examples include Ikea's Anna, an avatar designed to guide users around the Ikea website.

   

  Such avatars can also be powered by a Digital conversation which provides a little more structure than those using NLP, offering the user options and clearly defined paths to an outcome. This kind of avatar is known as a Structured Language Processing or SLP Avatar.

   

  Both types of avatar provide a cost effective and efficient way of engaging with consumers.

   

• Portals

   
• They can offer to deployed
• ^ ^{a b} Implementing an online help desk system based on conversational agent Authors: Alisa Kongthon, Chatchawal Sangkeettrakarn, Sarawoot Kongyoung and Choochart Haruechaiyasak. Published by ACM 2009 Article, Bibliometrics Data Bibliometrics. Published in: Proceeding, MEDES '09 Proceedings of the International Conference on Management of Emergent Digital EcoSystems, ACM New York, NY, USA. ISBN 978-1-60558-829-2, doi:10.1145/1643823.1643908

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