Audio-Visual CRM
The eGain artificial intelligence technology used by Ramona, known as the eGain assistant, doesn't have to be used with an animated 3-D stand-in or even audio. It can also drive simpler avatars based on static images and text. For instance, when you first see Eve, an avatar on the eGain Web site used for demonstration purposes, she seems to be nothing more than a GIF image beside a paragraph of text. But when you type a question into the dialogue box beneath, the page reloads, displaying the answer to your question and changing the expression of the GIF image to match that answer.
The eGain assistant, which can also be used with a real-time chat as well as audio and text, will soon be used on the McAfee Web site. Other deals are in the works as well. eGain has a long history in customer relationship management (CRM), providing standard chat interfaces, shared browsing technology, and call-back buttons.
With companies such as Lipsinc and Artificial Life developing technology much like eGain's and outfits such as Eyematic developing animated stand-ins similar to LifeFX's, this audio-visual CRM market is slowly growing. Avatars may not be a large part of your life this year, but they probably will be in the years to come.
