Adding a digital human image to a question-and-answer system does not automatically make the answers more accurate. The image is responsible for expression, and knowledge retrieval, authority and business judgment are still independent links. The project introduction should explain the actual range of answers that can be answered, and users should not be fooled into thinking that it is a real person who can confirm all business matters just because the picture is realistic. If there is a lack of evidence, it should be transferred to manual work or explained that it needs to be verified.

Clear the questions and conditions first

The knowledge content will be reviewed by the business leader, and the source and version of the answer will be retained. The identity of information involving personal accounts is verified first, and sensitive information does not expand the scope of visibility just because the user is talking to a digital person. Before generating speech, confirm that the text is suitable for output to prevent erroneous content that has been intercepted on the text side from still entering the sound. Users can choose to read text, stop playback or switch to manual service.

Put the rules into the actual process

For example, the digital person in the exhibition hall can introduce the disclosed product functions and consultation methods, and when asked about the specific contract price, explain that you need to contact the person in charge, and do not make up an instant discount. Internal training Q&A retrieves information based on employee permissions, and external visitors cannot see the internal process by asking questions in another way.

Check the processing results item by item

  • Test the situation of incorrect content, no source, network interruption and manual transfer of requests.
  • The interface makes it clear that it is a digital human service and provides easy-to-find contact information.
  • The processing status is displayed when the audio response is slow, so that the image keeps nodding but has no answer.
  • When evaluating, check both the correctness of the content and the experience of expression. You cannot judge whether the Q&A is effective solely by the number of viewers.

How to review before and after going online

After the user interrupts the playback, the Q&A should still retain the currently confirmed information, but should not continue to speak without authorization. New questions can be displayed in text to show the processing status first, and the audience can choose whether to play it or not. The visual expression should clearly correspond to the actual query results.