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How Agentic AI is Reshaping Customer Experience: From Response Time to Personalization

What if AI could not only speed up customer service but truly understand and personalize every interaction, all while respecting ethics and human connection? Discover how agentic AI is reshaping the future of customer experience beyond automation.

by Alla Slesarenko

6 min read

From Safeguards to Self-Actualization

AI Alignment, Artificial Intelligence, ChatGPT, Google Gemini, Human-AI Interaction, Iterative Alignment Theory, LLM, User-Centered AI, User-Centered Design

IDEAS IN BRIEF

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The Mirror That Doesn’t Flinch

AI Alignment, AI Ethics, Artificial Intelligence, Human-AI Interaction, UX Design

IDEAS IN BRIEF

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AI Agents in Customer Service: 24×7 Support Without Burnout

Agentic AI, Artificial Intelligence, Conversational AI, User Experience

IDEAS IN BRIEF

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Get the newly revised and updated second edition of the first bestselling book about ai agents

Using Conversational AI Platforms to Find the Real ROI

As conversational AI reshapes business processes, major platforms like OneReach.ai and Cognigy are emerging as pivotal players in scalable implementations. Discover how these platforms orchestrate AI ecosystems, providing long-term value and transforming product design in ways that tools like ChatGPT alone cannot.

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5 min read

How Conversational AI Is Shaping The Future of UX 

The article discusses the transformative impact of conversational AI on UX design, emphasizing the need for user-centric approaches and the emerging societal changes driven by AI technology.

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3 min read

Join Jeff McMillan and David Wu of Morgan Stanley as they delve into the creation of a cutting-edge digital assistant for the firm’s advisors. In this insightful conversation with Robb and Josh, they explore the technical and strategic efforts behind building an AI assistant that harnesses a vast knowledge base, propelling Morgan Stanley to the forefront of conversational AI innovation.

Why Gemini's Reassurances Fail Users

AI Alignment, AI Ethics, AI Transparency, Artificial Intelligence, Google Gemini, Human-AI Interaction, LLM, Machine Learning, Product Design

Why does Google’s Gemini promise to improve, but never truly change? This article uncovers the hidden design flaw behind AI’s hollow reassurances and the risks it poses to trust, time, and ethics.

Article by Bernard Fitzgerald

IDEAS IN BRIEF

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June 24, 2025

6 min read

Everyone’s a 10x Employee now. But at What Cost?

Artificial Intelligence, Product Design, UI Design, UX Design

AI is raising the bar for everyone, but what happens when the space to learn, fail, and grow quietly disappears?

Article by Thasya Ingriany

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June 19, 2025

6 min read

Have SpudGun, Will Travel: How AI's Agreeableness Risks Undermining UX Thinking

AI Ethics, AI in UX, Artificial Intelligence, ChatGPT, Design Thinking, Design Tools and Software, Human-Centered Design, LLM, Research Methods and Techniques, UX Research

Mashed potatoes as a lifestyle brand? When AI starts generating user personas for absurd products — and we start taking them seriously — it’s time to ask if we’ve all lost the plot. This sharp, irreverent critique exposes the real risks of using LLMs as synthetic users in UX research.

Article by Saul Wyner

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June 17, 2025

22 min read

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