Flag

We stand with Ukraine and our team members from Ukraine. Here are ways you can help

Home ›› Artificial Intelligence ›› A Case of Accidental Anthropomorphism

A Case of Accidental Anthropomorphism

3 min read
Share this post on
Tweet
Share
Post
Share
Email
Print

Save

AccidentalAnthro_LeadBannerNew

Wherein a broken coffee grinder provides lessons in empathy.

Making a pot of coffee is one of my favorite morning rituals. After assembling my AeroPress, I set the kettle on and push the start button on my trusty Cuisinart burr grinder. It was a hand-me-down from a friend, so I’ve always had a soft spot for the device, but recently it endeared itself to me even more.

How? By not working properly. 

Once or twice a month, when I press the start button, it makes one belabored turn and then stops. I’ve discovered that if I hold down the start button and slide the lever that selects the grind duration back and forth, I can spur it to try harder. It’s almost like I can hear the machine grunting as it labors to get moving. Sometimes I’ll even dive to the bottom of the bean funnel with the AeroPress’ stirring paddle to move the beans around and give it more help.

Once it finally gains some momentum, it springs back to life, grinding as good as ever. I’ll think it’s somehow healed itself, but then, a week or two later, it will need my help again. 

My wife has suggested we get a new grinder, but now that seems impossible. The grinder that was once a cold but reliable machine has taken on a decidedly human trait: it needs my encouragement.

The realization that I now have a deep emotional bond with a coffee grinder got me thinking about anthropomorphism in design—specifically about how a product’s shortcomings can create opportunities to engender empathy. Conversational design in particular provides some great potential use cases.

Imagine a customer is interacting with an intelligent digital worker (IDW) or chatbot, trying to get help with an order.

CUSTOMER: I need help. I received my order in the mail but only part of it was delivered.

IDW: Let me see if I can help. What was the order number?

CUSTOMER: It was order number 12345. I placed the order last week.

IDW: It looks like you ordered a set of hand-dipped candles and a 4’ pewter wizard, is that right?

CUSTOMER: That’s correct. The candles arrived, but I have no pewter wizard.

IDW: Ok. I’ll connect you with a customer service agent.

That’s not a terrible script, but what if the IDW was more forthright about it’s shortcomings?

IDW: It looks like you ordered a set of hand-dipped candles and a 4’ pewter wizard, is that right?

CUSTOMER: That’s correct. The candles arrived, but I have no pewter wizard.

IDW: I’m sorry to hear about your missing pewter wizard. Let me see if I can help.

CUSTOMER: Ok.

IDW: Hmmm it looks like sometimes items weighing more than 50lbs are shipped using a different carrier. This isn’t something that I can confirm, but I’m connecting you with a service representative now.

CUSTOMER: Thank you … friend.

That’s a subtle shift, but sometimes knowing that a machine is trying to do its best can have meaning. An unexpected dash of anthropomorphism can brighten an experience, create a sense of connection, increase brand loyalty, and even make a cup of coffee taste that much better.

Tweet
Share
Post
Share
Email
Print

Related Articles

Discover the future of user interfaces with aiOS, an AI-powered operating system that promises seamless, intuitive experiences by integrating dynamic interfaces, interoperable apps, and context-aware functionality. Could this be the next big thing in tech?

Article by Kshitij Agrawal
The Next Big AI-UX Trend—It’s not Conversational UI
  • The article explores the concept of an AI-powered operating system (aiOS), emphasizing dynamic interfaces, interoperable apps, context-aware functionality, and the idea that all interactions can serve as inputs and outputs.
  • It envisions a future where AI simplifies user experiences by seamlessly integrating apps and data, making interactions more intuitive and efficient.
  • The article suggests that aiOS could revolutionize how we interact with technology, bringing a more cohesive and intelligent user experience.
Share:The Next Big AI-UX Trend—It’s not Conversational UI
5 min read

Curious about the next frontier in AI design? Discover how AI can go beyond chatbots to create seamless, context-aware interactions that anticipate user needs. Dive into the future of AI in UX design with this insightful article!

Article by Maximillian Piras
When Words Cannot Describe: Designing For AI Beyond Conversational Interfaces
  • The article explores the future of AI design, moving beyond simple chatbots to more sophisticated, integrated systems.
  • It argues that while conversational interfaces have been the focus, the potential for AI lies in creating seamless, contextual interactions across different platforms and devices.
  • The piece highlights the importance of understanding user intent and context, advocating for AI systems that can anticipate needs and provide personalized experiences.
Share:When Words Cannot Describe: Designing For AI Beyond Conversational Interfaces
21 min read

Uncover the dynamic landscape of UX design as artificial intelligence continues to reshape the field. With automated tools revolutionizing our roles, what does the future hold for designers?

Article by Michal Malewicz
The End of Design?
  • The article explores the impact of AI on UX design, questioning the future role of designers as automated tools become more prevalent.
  • It highlights the historical evolution of UX design and the commodification of design roles, emphasizing the shift from creative problem-solving to efficiency-driven practices.
  • It emphasizes the need for future designers to be generalists with strong decision-making skills, capable of leading projects and maintaining creativity in an AI-driven landscape.
Share:The End of Design?
9 min read

Tell us about you. Enroll in the course.

    This website uses cookies to ensure you get the best experience on our website. Check our privacy policy and