Navigating the Future of Avatars: Balancing Realism, Branding, and Comfort, by Alan Lepofsky, CMO
Avatars (at Mobeus we call them teles) are becoming an integral part of digital interactions, whether in customer service, sales, training, or even healthcare. But as they become more common, one of the biggest challenges is making them feel human enough to be engaging without crossing into the uncanny valley, where they become too lifelike and uncomfortable.
While many discussions focus on the technical aspects of teles, such as speed, accuracy, and intelligence, from a marketing perspective, we at Mobeus have spent countless hours exploring how they should look, dress, behave, and sound. It is a fascinating challenge to find the right balance between realism and approachability.
One of the most valuable lessons we have learned over the past year is just how much customer feedback shapes this process. Several of our customers have provided invaluable insights, helping us refine our approach to tele design. They have shared what makes them feel comfortable, what makes interactions feel natural, and what aspects could be improved. These conversations have directly influenced the way we develop our avatars, from their expressions and voice tone to the way they signal their digital nature. For example, our choice to include a halo around our teles’ heads serves as both a branding element and a clear visual cue that these are virtual assistants, not people.
Are we done? Definitely not. This space is evolving, and we are learning every day. Customer feedback will continue to shape our work, and we are committed to adapting as expectations and comfort levels shift over time. The best designs are not made in isolation. They are refined through real-world use and real conversations with the people who interact with them.
We are at the beginning of something transformative, and it is exciting to shape what comes next. If you are working in this space, we would love to hear from you. What makes an virtual human trustworthy and engaging to you?
