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Happy Friday! Virtual assistants are yet another evolution of the AI customer service chatbot. We look at how Chinese ecommerce sites are leveraging those to enhance the shopping experience. We also have an action-packed section of quick reads so definitely do not miss out on those!

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Virtual Avatars: A Gimmick Or Game-Changer?

The Asian ecommerce scene is often one of the most innovative in terms of new ways for shoppers to find and buy online. One perfect example is the way Chinese ecom sites are puitting a spin on the traditional AI chatbots. Instead of a traditional Q&A chatbots, they are introducing animated virtual avatars which are not only assisting customers in making informed decisions but are also enhancing the shopping experience with their highly customizable and engaging presence.

Holland & Barrett, a multinational health and wellness company, is one such brand that has embraced this technology on Tmall, Alibaba Group’s e-commerce platform. Their virtual avatar navigates the customer throughout their purchasing journey with product information, tips and fun interaction.

This transition is part of a broader trend, with the global market for digital avatars projected to reach over $682 billion by 2032. Particularly in the Asia Pacific region, this growth is expected to outpace the global average, highlighting the region's rapid adoption of innovative digital solutions.

Moreover, these AI-driven assistants do not aim to replace human employees but to complement their efforts, enabling a seamless 24/7 customer service operation. They serve as a bridge between live interactions and digital convenience, analysing sales data and optimizing the customer experience based on real-time insights.

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