Virtual Humans for CX Success

NVIDIA Introduces ACE at its GTC 2023 event

Virtual Humans for CX Success
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Published: March 24, 2023

Rory Greener

Rory Greener

At its yearly GTC online event between March 20-23, NVIDIA unveiled Avatar Cloud Engine (ACE), a collection of microservices to support the development and integration of avatars across CX services.  

ACE leverages “state-of-the-art” AI models and algorithms which accelerate and flatten the curve of avatar creation on its Omniverse platform for building real-time 3D (RT3D) enterprise solutions. NVIDIA is making its ACE suite available to developers through an early access program. 

Virtual Humans for Customer Service  

NVIDIA ACE provides platform developers with tools to streamline avatar production pipelines. Allowing businesses to leverage immersive technology to create engaging and realistically reactive avatars for CX channels.

Businesses can use ACE to build CX-ready avatars, including virtual agents and assistants. With integrated sister tools and features, developers can create CX virtual assistants which react to customer journeys and keep buyers engaged. 

NVIDIA makes avatar creation and delivery more accessible through ACE’s AI-driven services and tools. In addition, ACE uses technology stacks based on RTX technology and NVIDIA’s Unified Compute Framework to enhance developer workflows. 

The platform also uses integrated tools like Tokkio to provide scalable avatar delivery. Tokkio allows developers to improve the customer service experience by optimizing the performance of virtual assistants. 

Additionally, RT3D content creators can benefit from the new cloud-based operations of NVIDIA Omniverse for their creations. Developers can create and distribute their ACE content across any RT3D engine using a public or private cloud to suit a variety of CX use cases. Moreover, businesses can ensure customer data protection with Omniverse Privacy and Security Shield features. NVIDIA even purpose-built Shield variants for markets such as healthcare.

Additionally, ACE incorporates NVIDIA’s Maxine, an AI-powered tool for animating avatars based on camera and microphone inputs. Speaker focus, noise cancellation, room echo cancellation, audio super-resolution, acoustic echo cancellation, virtual background, and AI-based eye contact animation are just a few of the microservices Maxine uses to improve the delivery of avatar-based CX services. 

Leveraging Avatar-Based CX Solutions to Improve Customer Engagement  

NVIDIA is introducing the service to select partners while ACE is still in its early access stages to promote the technology to enterprise users. 

AT&T is one of NVIDIA’s early access partners. The firm is looking at ways to integrate the ACE service across various levels of its business operations.

Specifically, the company develops and implements virtual assistants for its customer service channels by utilizing the ACE and Tokkio AI avatar workflows. AT&T’s employee help desk also uses ACE to enhance internal communications. 

With consideration for local languages, AT&T intends to distribute its ACE virtual avatars to various regions to provide 24/7 customer support, empowering AT&T to lower capital costs while improving CX channels. 

Quantiphi, an NVIDIA service provider, and AT&T are working together to provide the company’s avatar solutions. 

Siddharth Kotwal, Global Head of NVIDIA Practice at Quantiphi, also added: 

Quantiphi and NVIDIA have been collaborating to make customer experience more immersive by combining the power of large language models (LLMs), graphics and recommender systems. 

Kotwal also explained that NVIDIA’s Tokkio framework makes it “easier to build, deploy, and personalize AI-powered digital assistants or avatars for our enterprise customers.” Additionally, ACE tools create a seamless process for integrating real-time animation with automatic speech recognition, conversational agents, and information retrieval systems. 

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