Digital Customer Twins Have Nothing To Do With Agents
There is a growing tendency to attach the word agent to almost anything involving AI. Digital Customer Twins are beginning to suffer the same fate. A customer twin is often described as an AI agent representing a customer. It is not. Give it a persona, some purchase history and perhaps a demographic profile. Ask it what it thinks about a new proposition. Let thousands of these agents talk to one another. Aggregate their answers. You have something interesting. But you do not have a Digital Customer Twin. The distinction matters because the purpose of a Digital Customer Twin is not to imitate a customer. It is to model how customer behaviour changes when the business changes something. That is a very different problem.