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The potential of conversational AI has still to be fully embraced. Nevertheless, it’s already possible to foresee some of the strategic opportunities of its large-scale deployment. In this article, Jordan Ratner gives an insightful perspective on the transformative power that conversational AI has and how it’s going to shape the future of organizations.
The Disruption of Customer Experience: How Conversational AI is upping UX and CX standards
By transforming the way humans interact with technologies and making them more accessible to the public, conversational AI is raising the bar for customer experience.
One of the most tangible impacts of conversational AI has been on customer support and sales conversion. Thanks to the automation of conversations, the load on human staff is reduced, which leads to greater customer and employee experience.
As technological development advances, more opportunities to make good use of conversational AI will emerge. Nevertheless, it’s also necessary to not underestimate potential challenges related to legacy systems, data availability, shortage of conversational AI specialists.
User Experience work is set apart from other professions by its ability to understand and solve problems for users but sometimes the job of a designer is marked by doing a bunch of work that never sees the light of day.
The author gives the following reasons why designers need to start tossing things out: