An example method includes identifying a need and an emotional state of a user who is participating in an interaction with a support application, retrieving a set of preferences for the user, selecting a set of features for an avatar to be presented to the user, wherein the set of features is selected based at least on the emotional state of the user and the set of preferences, selecting a stored workflow based on the need of the user, and rendering the avatar to exhibit the set of features and to present the stored workflow as part of the interaction.