With the release of ChatGPT earlier this year, the concept of AI support across the workplace was brought into the mainstream. While many have ruminated about the various ways such tools can help us at work, the technology itself remains largely lifeless in form.

Research from Iowa State University highlights that this might not be the case for all AI-based tools. The study examines what the researchers refer to as “digital humans”, who they believe are more prevalent than ever before in providing customer support, multilingual translation, and even social media influence.

Digital employees

An avatar with the ability to express a wide range of human body language is referred to as a Digital Human. It is supported by artificial intelligence, which can understand and respond to clients’ input by not only providing them with the required information but also with suitable nonverbal cues.

“Even though digital employees are coming, is this the best time for companies to dive into it? It’s still in the early development stage and very expensive. Some companies that have used it have failed, while others have succeeded,” the researchers explain.

They outline four primary forms of digital employee:

• Those for specific tasks, with these tasks typically one-time affairs. For instance, chatbots often fit this bill, but digital humans have a human-like appearance.
• Those for establishing an ongoing relationship, similar to that enjoyed by voice control assistants, such as Siri and Alexa. A good example of this in practice is the digital assistants developed by Digital Domain, which sit in on Zoom meetings and transcribe the conversations that take place before providing a meeting summary and scheduling follow-up meetings.
• Those for spreading influence, with these digital humans helping to spread trends and promote brands. The researchers highlight the example of Miquela, who is described as a 19-year-old living in LA and has nearly 3 million followers. Miquela has already featured in campaigns for the likes of Calvin Klein and Prada.
• Those for providing emotional support, with the researchers suggesting that these could be useful in a wide range of disciplines, from healthcare to elderly care. Such assistants could not only provide emotional support but also help with reminders about appointments and medical regimens.

“Currently, virtual agents are the most prevalent of the four types of digital humans, but we believe the digital human’s fullest potential is as a virtual companion,” they explain.

To help companies assess whether digital humans are right for them, the researchers include a flow chart to help provide structure to their tribulations. The chart contains questions such as whether the interaction has an emotional element or whether users are sure about what it is they want.