An AI brand avatar for your website and branch screens that answers from your own documents
A digital colleague built for your brand. It answers customers only from the documents you approve, shows the source of every answer, says clearly that it is an AI, and runs on the web, on branch screens and later in AR and VR.
Quick answer
An AI brand avatar is a stylised or photoreal digital character that represents your company and talks to customers. VR Express designs the character, connects it to an AI layer that answers only from your approved documents with the source shown, and puts the same avatar on your website and on screens in your branches. It introduces itself as an AI in every conversation and hands over to a person when it should. You start with a fixed-price pilot of three to four weeks, credited to the full build, and then pay monthly for runtime and knowledge refresh. VR Express is an XR studio in Sofia, Bulgaria, working since 2015.
Who it is for
The AI brand avatar is built for Digital and Customer Experience Directors at banks, insurers, telecoms and retailers: companies with many products, many rules and many customers asking the same questions on the website and at the counter.
- Banks and insurers that want product, fee and process questions answered consistently, around the clock, without the risk of an AI inventing terms.
- Branch networks that want a helpful presence on the screen by the entrance or in the waiting area, not another looping advert.
- Brands with a mascot or spokesperson that want that character to finally talk, on every channel, with the same voice and the same facts.
How it works
- Character. We design the avatar with your brand team: stylised or photoreal, voice, tone of voice and how it introduces itself. If you already have a brand character, we bring it to life.
- Approved knowledge. Your team selects the documents the avatar may use: product sheets, tariffs, FAQs, process guides, branch information. Nothing else goes in.
- Grounded answers. For each question, the AI layer finds the relevant passages in those documents and answers from them, with a link or reference to the source. If the answer is not there, it says so and offers the next step you defined.
- Channels. The same avatar runs as a widget on your website and in kiosk mode on a branch screen, with voice optional. The character is built so it can later appear in AR and VR.
- Refresh and review. Every month we update the knowledge base, review unanswered questions with your team and report on the outcome dashboard.
It says it is an AI. That is a feature.
The EU AI Act (Article 50) requires that people are told when they are interacting with an AI system, unless that is obvious from the context. Many chat widgets treat this as a line of small print. We design it into the character: the avatar introduces itself as your AI assistant, carries a visible AI label, shows where each answer comes from and always offers a way to reach a person.
For a bank this is not only a legal point. Customers trust an assistant that is honest about what it is and shows its sources more than one that pretends to be human. Disclosure plus citations is how a brand avatar earns the right to answer questions about money.
What you get: pilot, full build, run
- Pilot (3–4 weeks). One avatar, one language, one approved document set and one channel, usually your website or a staging copy of it. Includes the AI disclosure, source display, human handover and a first outcome dashboard. Fixed-price pilot, credited to the full build.
- Full build. The final character (stylised or photoreal, animated, with voice), additional languages, the branch kiosk mode, integration with your booking or contact tools, and the handover to your existing chatbot or contact centre.
- Run. Hosting and runtime, monthly knowledge refresh, a review of unanswered questions, quality checks of answers against sources, and the monthly dashboard report. Billed monthly.
The outcome dashboard shows what a CX director needs: conversations, the share of questions answered from sources, questions with no answer in your documents, handovers to staff, the top topics, and conversations per channel and per branch screen.
Proof: brand characters and controlled content we have delivered
We have built avatars and conversational agents before: a chatbot avatar for a Bulgarian bank, a photoreal avatar for a pharmaceutical company, and the live AI agents MedBot and Eliza Lecheva described on our virtual medical representative page. Published projects that show the pieces of this offer:
- Gaviscon AR Avatar
Pharma · 2019 · AR avatar
A brand avatar for Gaviscon delivered as an augmented-reality experience: an early example of a brand character that lives outside the website.
- Recordati Eligard
Pharma · 2026 · HCP information hub
A dedicated landing page and information hub for Eligard that gives healthcare professionals clinical data and patient support resources. This is the kind of approved, controlled content an avatar must stay inside.
- Bank Transformation Day (Postbank)
Banking · 2023 · VR activation
A VR activation for Postbank's transformation event that let employees and stakeholders try new digital workflows and customer interaction models.
- Postbank VR Onboarding
Banking · 2021 · VR programme
Gamified onboarding modules for new Postbank employees, including virtual tours of key locations and simulated customer interactions.
- Postbank Lnd Book
Banking · 2023 · Interactive brochure
An interactive digital brochure for Postbank designed to streamline how lending products are presented: exactly the kind of product content an avatar answers from.
More in our project portfolio.
AI brand avatar vs a big-vendor chatbot
Most banks already have a chatbot or are being offered one by a large platform vendor. That is a reasonable choice for account servicing inside online banking. It is a weaker choice for the brand moment on your website and in your branches:
- A character, not a text box. We design and build the avatar for your brand. A platform chatbot looks like every other platform chatbot.
- Answers from your documents, with sources. The avatar is restricted to content you approve and shows where each answer comes from, so your compliance team can check it.
- Omnichannel, including the physical branch. The same character and the same knowledge run on the website and on branch screens, and later in AR and VR.
- Disclosure by design. The AI label and the human handover are part of the character, not an afterthought.
- Small, fixed first step. A fixed-price pilot on one channel and one language, instead of a long platform procurement.
The avatar does not have to replace your chatbot: it hands customers to it, or to your contact centre, when they need their own account. If you are looking at AI more broadly, see our work on AI for business and custom AI agents.
Full comparison: AI brand avatar vs chatbot.
Frequently asked questions about AI brand avatars
What is an AI brand avatar?
An AI brand avatar is a digital character, stylised or photoreal, that represents your company on your website, on a screen in a branch or store, and later in AR or VR. It talks to customers through an AI conversational layer that answers only from your own approved documents, such as product sheets, tariffs, FAQs and process guides, and shows the source of every answer.
How is this different from the chatbot our bank already has?
Most bank chatbots are a text box built on a vendor's generic platform. The AI brand avatar is a character we design for your brand, it is restricted to the documents you approve, it cites the page each answer comes from, and the same character runs on your website and on physical branch screens. It can also sit next to an existing chatbot and hand over to it or to a human for account-specific questions.
Does the avatar tell people it is an AI?
Yes, always. Under the EU AI Act (Article 50), people must be informed when they are interacting with an AI system unless that is obvious from the context. We build the disclosure into the character itself: a visible label, a spoken or written introduction at the start of each conversation, and a clear way to reach a human. We treat it as part of the brand, not as small print.
What happens when the answer is not in our documents?
The avatar says it does not have that information and offers the next step you define: a link, a phone number, an appointment booking or a handover to staff. It does not guess. Every unanswered question is logged, so your team can see which content is missing and add it in the next knowledge refresh.
Can the avatar run on a screen inside a branch?
Yes. The same avatar and the same knowledge base run in a web widget and in a kiosk mode for a touch screen or a large display in a branch, store or reception. Voice input and output are optional per location. Later, the same character can appear in an AR or VR experience.
What happens to customer conversations?
The avatar answers product and process questions, so it does not need access to customer accounts. Hosting, how long conversation logs are kept and what is anonymised are agreed in the pilot scope with your compliance and data protection teams before anything goes live.
How long does a pilot take and how is it priced?
A pilot takes three to four weeks: one avatar, one language, one set of approved documents and one channel, usually the website. It is a fixed-price pilot, and the pilot price is credited in full to the full build if you continue. After launch, runtime and knowledge refresh are billed monthly.
Which questions should your avatar answer first?
Send us the ten questions your customers ask most and the documents that answer them. In a 30-minute call we will show you how the avatar would answer, with sources, and scope a fixed-price pilot.