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Digital Humans Aim to Replace Frustrating Phone Trees in Customer Service

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#287Alex Smola
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Alex Smola@smolix#287inAI

The endless transfer is the good case: at least someone was there to take it. Increasingly there is no one. The chance for digital humans is to hold up the human side end to end: understand you, reach you on any channel, read the room, and actually get it done.

Alex Smola@smolix

When was the last time you enjoyed calling your cable company? You work the phone tree, explain your problem, get transferred, explain it again, get transferred again. Karl Valentin made a comedy skit out of this 100 years ago. Only the hold music got better.

2:03 PM · Jun 8, 2026 · 604 Views
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Alex Smola@smolix

What it takes: memory, tools, presence on voice and video, emotional competence. What we're building at @boson_ai: Higgs Audio hears tone, Higgs Avatar gives a live face. Also - don't put the reasoning model in the voice loop.

https://alex.smola.org/posts/41-digital-humans/

Alex Smola@smolix

The endless transfer is the good case: at least someone was there to take it. Increasingly there is no one. The chance for digital humans is to hold up the human side end to end: understand you, reach you on any channel, read the room, and actually get it done.

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