Daimler Financial Services, the financial and mobility services captive of german premium car and commercial vehicle company Daimler AG, announced at the Gartner Symposium in Orlando (FL) a strategic investment in Soul Machines, a ground-breaking New Zealand company re-imagining how humans connect with machines, to further develop the combined use of artificial and emotional intelligence. Daimler is the first premium brand in the automotive sector to develop emotional intelligence use cases based on Soul Machine’s technology.

“After successfully testing how artificial intelligence helps our employees better service customers, we are now investing in a disruptive technology to further enhance the customer experience” said Udo Neumann, global CIO of Daimler Financial Services, during his keynote presentation at the Gartner Symposium. Terms of the investment were not disclosed.

Customer Experience: Use Case for Call Centers
Daimler Financial Services and Soul Machines already presented digital avatar “Sarah” in February at Mobile World Congress in Barcelona. Since then, “Sarah” was successful in answering most frequently asked customer questions during an internal pilot at one of the company’s call centers in the USA. Daimler Financial Services plans to use Soul Machines’ technology to optimize the customer experience through artificial and emotional intelligence. Digital avatar “Sarah” will be able to support customers like a personal concierge. Thanks to Emotional Intelligence, the machine will be able to recognize the most diverse individual customer needs and offer the right information at the right time. For customers, this means communicating with a convenient, voice-controlled and emotionally intelligent touchpoint. This brings Daimler Financial Services at the forefront of a changing environment, as the share of online business is increasing significantly and customers are making their purchasing decisions on digital platforms. Benedikt Schell, Chief Experience Officer at Daimler Financial Services: “Customers expect intuitive, time-saving services that are available 24/7 through the channel that is most convenient for them. With the investment in Soul Machines we are laying an important foundation to not just meet, but exceed these customer expectations.”

Digital Avatars: Machines with emotional intelligence
Soul Machines is a New Zealand company, founded in 2016, specializing in the space of digital avatars and emotional intelligence. The company brings technology to life by creating incredibly life-like, emotionally responsive, artificial humans with personality and character that allows machines to talk to humans face-to-face.

“As we continue to lead the world in advanced AI technology and development of digital humans across a broad spectrum of industries, this strategic investment from Daimler Financial Services puts us in an even better position to quickly develop and test our disruptive technology in the automotive sector together with our great partner,” stated Greg Cross, Chief Business Officer, Soul Machines.

CIO Udo Neumann adds: “Emotional intelligence will play a crucial role in adapting services, such as car financing, leasing and insurance, car-sharing or ride-hailing to customers. Different from today’s voice-based, assistance technology, “Sarah” will be programmed to recognize non-verbal behavior in real-time using face recognition.”

Source: Daimler AG