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Design Principles for a New AI World
  • In the AI era, designers are taking on even larger responsibility.
  • It’s high time design stepped into the new era and a new framework that’s wider, more equitable, and pluralistic compared to what we’ve witnessed before.
  • In this article, Ovetta Sampson, Vice-President of Machine Learning Experience Design at Capital One, reworks the “10 Commandments of Good Design” to fit design going into an AI era.
    1. Good design solves hard problems.
    2. Good design promotes healthy relationships.
    3. Good design requires malleability.
    4. Good design makes companies understand and products that serve me.
    5. Good design acknowledges bias.
    6. Good design prevents dishonesty.
    7. Good design expects unintended consequences.
    8. Good design fosters equity .
    9. Good design considers its effect on a collective, connected eco-system.
    10. Good design brings purposefully order to chaos.
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An expert’s view on the massive strategic opportunities and potential challenges of leveraging conversational AI solutions

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.
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AI can optimize pivotal moments of interaction with customers to create market-differentiating experiences.

At Your Service: How AI Will Reshape Customer Service
  • With the growing importance of post-transaction support and competition, AI-powered solutions have become the secret weapons that allow to elevate customer service and increase retention rates.
  • Customers expect enhanced support throughout their purchase journey.
  • AI tools allow increasing consumer comfort and satisfaction by speeding up response mechanisms, collecting relevant data, and supporting product search and discovery.
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If there’s one thing I learned over five years in an AI leadership role with a Big 4 Consulting Firm, it’s that the popular view of Conversational AI misses the point.

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As we careen into the era of conversational AI and hyperautomation, closed systems create bad experiences that stifle innovation and opportunity

Share:Open vs Closed: a Critical Question for Designing and Building Experiences

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