Open Access Research Article

AI avatars in the metaverse: Bridging technology and human-centric customer engagement

Authors

Reyhaneh Bidram Department of Management, Semnan Branch, Islamic Azad University, Semnan, Iran.
Somayeh Salehi * Department of Management, Faculty of Management, Islamic Azad University, Najafabad, Iran.

https://doi.org/10.22105/metaverse.v2i3.87

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Abstract

The metaverse is revolutionizing customer engagement by enabling immersive, personalized experiences through AI-powered avatars. These avatars, driven by advanced technologies such as Natural Language Processing (NLP), Machine Learning, and Computer Vision, offer human-like interactions, real-time communication, and tailored recommendations. This paper investigates how AI-powered avatars influence customer experience in the metaverse, focusing on emotional engagement, user satisfaction, and purchase intention. Through a comprehensive review of the existing literature and analysis of case studies from pioneering brands, this study examines successful implementations of AI avatars to optimize customer touchpoints, enhance engagement, and improve conversion rates. The findings reveal that AI-powered avatars not only increase interactivity but also foster deeper emotional connections with customers, setting the stage for stronger brand-consumer relationships. However, challenges such as data privacy concerns, ethical issues, and technological limitations must be addressed for widespread adoption. This research synthesizes recent developments and best practices, providing actionable insights for businesses seeking to leverage AI avatars in creating compelling, differentiated customer experiences in virtual environments. Ultimately, this study underscores the transformative potential of AI-powered avatars to shape the future of digital commerce and customer engagement in the metaverse.

Keywords

AI-powered avatar Metaverse Customer experience Digital commerce

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Published 2025-09-17
Issue Vol. 2 No. 3 (2025): Metaversalize
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Bidram, R., & Salehi, S. (2025). AI avatars in the metaverse: Bridging technology and human-centric customer engagement. Metaversalize, 2(3), 182-192. https://doi.org/10.22105/metaverse.v2i3.87

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