As a business owner or leader, it goes without saying that you appreciate and value your employees. But have you ever dreamt of hiring a complementary, expert workforce, who never experience a bad day, are available 24×7, never sick, never on vacation, know all about your business from day one, can speak hundreds of languages, align to your brand values, and importantly provide consistently high levels of personalized service, uniquely tailored to your customers’ needs but scalable to millions of simultaneous interactions?
Intelligent and intuitive interaction
Folks, it’s no longer the stuff of sci-fi — welcome to the world of digital assistants! Picture hyper-realistic, virtual avatars that are powered by cutting-edge conversational AI, capable of natural interaction, nuanced emotional engagement, fast responses to complex queries and even physical gestures that mirror human body language. They are, for all intents and purposes, the chatbot’s successor, but trust me, light years ahead in terms of intelligence and intuitive, human-like interaction.
Improving access to public services
A picture paints a thousand words so let me share how we’re working with Amarillo in Texas to improve access to local government information and services. The City has a high percentage of non-native English speakers. While the Council has a vision of making life better for citizens, how can they ensure that everyone has equal access?
Is this the way to Amarillo?
Meet Emma, a custom digital assistant, powered by generative AI and trained on the City’s municipal information to communicate with Amarillo residents in multiple languages, real-time, 24×7. Resident on the City’s website, Emma asks users what services they want and navigates them directly to the relevant information, either through natural conversation or text for those who are hearing challenged.
According to Rich Gagnon, CIO at the City of Amarillo, hiring additional staff to provide this level of personalized service would have run into millions of dollars per year — instead the City is doing it for a fraction of the cost with digital assistants. What’s more, Emma is a firm favorite amongst co-workers! The team is now planning to introduce culturally appropriate avatars for different ethnic communities and is also working with nonprofits on a program to provide companionship to older people. Watch an interview with Rich Gagnon at Dell Technologies World here.
Banking
We’re also working with a leading European bank to deliver a solution within the branch network, where customers will interact with a digital assistant 24×7 in a range of languages to inquire about services, such as pensions, car loans, savings, and investments. In addition to positioning the bank as a digital leader, this will elevate the self-service customer experience through high-quality, personalized interactions. As well, this will allow employees to offload transactional work and focus on activities that demand human expertise.
Healthcare potential
These are just two examples but customers across multiple industries are exploring how digital assistants can personalize the customer experience at scale, drive automation, improve efficiencies, and add to the bottom line. Take healthcare for example — think translation services, hospital triage to gather patient data, discharge instructions, aftercare follow-up, and online physical therapy. This would free doctors and nurses up to do the job they do best — diagnosing, treating, and caring for patients. The potential is huge!
Engage with employees
What about jobs? In my view, technology is not just transforming the customer experience — it’s also remodeling the workplace. As AI replaces repetitive tasks, I believe that people will be liberated to focus on more complex, creative and strategic work. In customer support, AI will empower agents with instant access to relevant information, improving response times and satisfaction rates. We’ll also see exciting, new opportunities in big data, AI and machine learning.
For me, the major takeaway is that any organization planning to leverage AI needs to engage with stakeholders upfront during the transformation journey. For example, in the case of Amarillo, employees and residents were involved in defining Emma’s personality, voice, physical appearance, and body language.
Dell provides the easy button
Creating a compelling digital assistant experience requires much more than just great technology — it needs a well-integrated strategy, seamless execution, and enterprise-grade infrastructure. That’s where Dell comes in.
At the heart of the solution lies the Dell AI Factory with NVIDIA, offering the power and scalability to run sophisticated AI applications. But what truly brings these digital assistants to life is the full stack of professional services from Dell Technologies.
Dell Services works alongside your team to co-create a tailored solution. We help identify and connect the right data sources, select the best-fit AI models, define use cases, test for quality and accuracy, and deploy with built-in security and governance. From infrastructure optimization to model tuning and interface integration, we manage the complexity so you don’t have to.
Our services also extend beyond implementation. With offerings like change management support and GenAI-specific ProConsult Advisory, we ensure that your teams are ready, your stakeholders are aligned, and your deployment delivers real value from day one.
Why design matters
User trust is critical in any AI-powered interaction. That’s why Dell focuses on crafting intuitive, branded experiences that feel natural, engaging, and clearly AI-driven. Research shows that when users know they’re interacting with a digital assistant, and the experience is well-designed, satisfaction and trust increase.
Dell’s approach combines ethical design principles with enterprise-level execution. The result? Digital assistants that not only look and sound aligned with your brand, but also deliver consistent, secure and transparent interactions that users enjoy.
What are you waiting for?
Maybe you’re struggling to identify the starting point or have concerns about the level of investment or security risks associated with the Cloud? Worry not! Our GenAI Accelerator Workshop will address your readiness, show you how and where to get started, how to prioritize use cases in line with your business strategy and support your data preparation challenges.
As a follow-on, we offer Proof of Value and Proof of Concept licenses and services with a number of rapid paths to market, including one with minimal upfront investment but with a clear path to large-scale transformation.
Contact your Account Manager today to book a GenAI Accelerator Workshop.
Learn more: Dell Technologies Services for Generative AI
