Support videos for e-commerce integrations are time-consuming to produce, costly to translate, and hard to update. PostFinance solved the problem with a digital employee avatar — created once, localised in minutes, and updated with a simple text edit when changes are needed.
Challenge
PostFinance offers e-commerce solutions, including integrating its payment system into platforms such as Shopify. The written documentation exists — but it is complex. Video explainers would offer the better user experience, but the effort makes this difficult: recording, post-production, four language versions, and with every update, starting from scratch again.
The classic production problem: a slip of the tongue means re-recording; editing takes time; translations need new voices; and as soon as a feature changes, the video is out of date.
Solution
A PostFinance employee was digitised — voice and image were captured as an AI avatar. The avatar now explains the integration steps, without any need to set up a camera again.
The process: The German explainer video is produced once. The other language versions are then created in under an hour. For updates, one text change in the AI video editor is enough — the avatar speaks the new version automatically, and the video is regenerated.
The project was developed as a prototype and evaluated internally at PostFinance. The goal is a rollout with a broad library of support videos that guide customers through all relevant e-commerce processes.
Area:
Customer service
Benefit:
Scaling
,
Cost reduction
,
Efficiency
Technologies:
Generative Video
,
Text-to-Speech
Outcomes
Language versions in under an hour, not days
Updates through text changes, not re-recording
Permanently lower production effort for ongoing video maintenance
Prototype successfully evaluated internally, rollout in preparation