Blade Runners, Burgers & Bots: AI Avatars in Customer Service!
- Susan Hogan
- Feb 6
- 6 min read
Back in 1982, Blade Runner introduced us to a world where artificial beings called “replicants” blended almost seamlessly into human society. Fast forward to 2024, and while we don’t have replicants (yet), we do have AI avatars taking your pizza orders, answering customer queries, and even helping close sales deals.
So, the big question is: have we unintentionally stepped into our own sci-fi film? And if so… who’s writing the script?
From Dystopia to Drive-Thrus: Where are the AI Avatars in Customer Service Popping Up?
AI avatars have gone from fiction to function, and instead of existential crises, they’re mostly handling customer service with a smile (well, a digital one). Here are some avatars already clocking in for their shifts:
• Jimmy the Surfer at Pizza My Heart
Imagine ordering your pizza from a laid-back AI chatbot with surfer vibes. That’s Jimmy—handling orders like a pro, never messing up your toppings, and probably saying “gnarly” without irony.
• Kacy at KFC (Sydney)
No more squinting at scratchy intercoms trying to shout your order over the hum of your engine. Kacy’s an AI drive-thru assistant designed to take your order with zero fuss, rain or shine.
• Fin at Intercom
Unlike your typical customer service bot that gets flustered if you don’t phrase your question just right, Fin handles millions of queries with the patience of a saint. No “please hold,” no bad moods—just straight answers.
• Vidyard’s Sales Avatars
Salespeople, rejoice! Vidyard’s avatars are like having a clone that can send personalised videos to clients all day without needing coffee, lunch, or—let’s be honest—that little pep talk before making a cold call.
So, What’s the Public Making of This?
Great question. Are people loving it? Hating it? Planning to overthrow the bots? Well, reactions are… mixed.
The Enthusiasts:
Fewer Mistakes: Let’s face it, AI doesn’t mishear “latte” as “frappé” or forget to add your extra pickles.
Speedy Service: No small talk (unless you want it), no “just a sec, let me check,” and definitely no being put on hold.
Always On: AI doesn’t sleep, doesn’t call in sick, and won’t give you the Monday morning grumps.
The Sceptics:
Some people miss the human touch. There’s comfort in a real voice saying, “No problem, I’ve got that sorted for you.”
Uncanny Valley Vibes: When avatars look too real but not quite real enough, it’s like having a chat with a wax figure that blinks. Slightly unsettling, to say the least.
Why Avatars Over Well-Honed Chatbots?
Ah yes, the chatbot. We all know them—those eager little pop-ups on websites with the “Hi there! How can I help?” vibe. But let’s be honest, they can be hit or miss.
Here’s where avatars shine:
Face-to-Face (Sort of): Seeing an avatar feels more engaging than staring at a sterile text box. It’s like having a digital assistant who’s actually there.
Emotional Intelligence (Kind Of): Some avatars can mimic facial expressions and tones, making conversations feel more natural. No monotone “I’m sorry, I didn’t understand that” here.
Multitasking Superpowers: Sales? Customer support? Booking your next haircut? Avatars can do it all—without mixing up appointments or forgetting names.
Are These Avatars Visible or Just Voices?
Both! Some avatars are voice-only, like the sophisticated cousins of Siri or Alexa. Others are fully visible, animated with facial expressions, gestures, and even virtual wardrobes (because yes, apparently digital fashion is a thing).
Think less HAL 9000 and more “Hi, I’m Ava, your digital assistant!”—friendly, responsive, and not trying to lock you out of your spaceship.
In Light of All These Advantages… Why Not Avatars?
If avatars are faster, more accurate, and never grumpy—why hasn’t every business gone full sci-fi? Well, here’s the plot twist:
Trust Issues: Some people just trust humans more, especially when it comes to complex issues or emotional situations. (No one wants to cry about their lost luggage to an AI).
The “Too Robotic” Factor: No matter how advanced, AI can sometimes feel… robotic. Because, well, it is.
Tech Hiccups: Let’s not forget the occasional glitch. Nothing kills the illusion faster than an avatar stuck mid-sentence with a frozen smile.
Final Scene: Sci-Fi Dreams, Real-World Reality
While Blade Runner made us wonder what it means to be human, today’s AI avatars are making us wonder if we even need humans to handle our online orders anymore.
But here’s the thing—it’s not about replacing people. It’s about enhancing the experience. Whether that’s faster service, fewer mistakes, or simply having someone (or something) always ready to help.
So next time you’re chatting with “Jimmy the Surfer” about your pizza toppings, just remember: we’re living in the future. And for once, it’s not a dystopian one.
(Unless your AI accidentally adds pineapple to your pizza. Then it’s definitely dystopian.)
Source References
1. Pizza My Heart’s AI Chatbot “Jimmy the Surfer”
2. Intercom’s AI Agent “Fin”
3. D-ID’s Conversational AI Avatars
4. Otter.ai’s AI Meeting Participants
Financial Times - “Otter.ai to Launch AI Avatars for Business Meetings”
5. AI Customer Service Avatars in Corporate Use
The Wall Street Journal - “Regulators May Not Like Deepfakes, But Businesses Are Using Them Anyway”
6. Vidyard’s AI Avatars for Sales
Business Wire - “Vidyard AI Avatar Innovations Accelerate Sales Teams’ Personalised Video Delivery at Scale”
7. Kacy’s AI Drive-Thru System (Sydney)
Glossary
AI Avatar – A digital representation powered by artificial intelligence that interacts with users, either through text, voice, or visual animation.
Chatbot – A software application that simulates human conversation, usually via text-based interfaces on websites and apps.
Uncanny Valley – A psychological effect where highly realistic humanoid robots or avatars feel unsettling because they are close to human but not quite right.
Emotional Intelligence (in AI) – The ability of AI to mimic human emotions and tone to make interactions feel more natural.
Drive-Thru AI Assistant – An AI-powered voice assistant used in fast food drive-thrus to take orders more efficiently.
Digital Fashion – Clothing and accessories designed for virtual avatars, often used in gaming, social media, and AI applications.
Tech Hiccups – Small glitches or errors in AI interactions, such as avatars freezing mid-sentence or misinterpreting requests.
FAQs
Q: What are AI avatars? A: AI avatars are digital assistants that can handle customer service, sales, and various other tasks using artificial intelligence. They can be voice-only or fully animated with facial expressions.
Q: Where are AI avatars currently being used? A: AI avatars are already working in drive-thrus, customer support, and sales. Examples include:
Jimmy the Surfer at Pizza My Heart, taking pizza orders with a laid-back style.
Kacy at KFC in Sydney, managing drive-thru orders smoothly.
Fin at Intercom, handling customer queries efficiently.
Vidyard’s sales avatars, sending personalised sales videos.
Q: How do AI avatars differ from traditional chatbots? A: Unlike basic text-based chatbots, AI avatars can use facial expressions, tone variations, and even gestures to make interactions feel more engaging and natural.
Q: Do AI avatars replace human customer service staff? A: Not entirely. While they can handle routine queries, some people still prefer human interactions for complex or emotional situations.
Q: Why do some people feel uncomfortable with AI avatars? A: Some people find avatars that look too realistic yet not quite human unsettling—a phenomenon called the Uncanny Valley. Others simply prefer talking to real people.
Q: Are AI avatars always visible, or can they be voice-only? A: Both! Some avatars are just voices (like Alexa or Siri), while others have animated faces with gestures and expressions.
Q: What are the main advantages of AI avatars in customer service? A:
Fewer mistakes in order-taking.
Faster response times.
24/7 availability—no sick days or bad moods.
More engaging than traditional chatbots.
Q: What are the limitations of AI avatars? A:
Some users find them too robotic.
They can struggle with emotional or complex customer queries.
Occasional technical glitches can break the illusion.
Q: Will AI avatars completely replace human workers? A: Not likely. AI avatars are designed to enhance customer experiences, not eliminate human roles. Businesses still rely on human judgement, problem-solving, and empathy.
How did we do it?
The inspiration for this blog actually came about because we spent a lot of the week making a human avatar. It sort of sparked a "oooh, I wonder if these are mainstream yet?"
We did some in-depth research across the web using ChatGPTs live search and unearthed the key avatars used in this blog. We then incorporated this information into an article - in particular interested in why they are a good idea, also what people's responses have been. The raw article was passed through ZeroGPT to check on how 'human' it was. We manually amended to produce the final article. Dall-E also created a series of images used based on a 'Blade Runner' futuristic, colourful theme from our prompt. The final aspect was to re-run through ChatGPT to extract the FAQs and Glossary terms used in here. Actually on this occasion we didn't stray from ChatGPT 4o.
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