I have a virtual assistant which sits on a website with the purpose of helping people with their general ‘FAQ’ type questions. So, when you launch the chat feature, there are two buttons to choose from, those are ‘Talk to Rachel’ and ‘Text only chat’. The ‘Talk to Rachel’ is a 3D avatar video experience that is full screen, Rachel welcomes you, her facial gestures are modeled on human behaviour, shes looks very real.
Research has told me that the button label to the 3D avatar isn’t telling customers enough about what to expect. The label ‘Talk to Rachel’ is confusing people who more-than-often think its a text chat or voice interaction, they are uncomfortably surprised when they were prompted to try the experience. I know most people would go for the text only chat as they are more confident with this option.
Since ‘Talk to Rachel’ is confusing people, and giving them enough of an idea of what to expect, what label do you think it should be?
Thanks for listening.