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UX World Changing Ideas

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One author’s thoughts on progress of behavioral sciences over the last 50 years and ways conversational AI and experience design revolutionize them.

Will Conversational AI and Experience Design Revolutionize the Behavioral Sciences?
  • The article covers:
    • Studies and surveys on behavioral sciences conducted over the last 50 years
    • The role of conversational AI in the modern world and its perks
    • Ways conversational AI and experience design might revolutionize behavioral sciences
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5 min read
Will Conversational AI and Experience Design Revolutionize the Behavioral Sciences?

Is Yoda truly the real groundwork of design thinking? Here is what we’re about to find out.

Design Thinking With Yoda
  • The author explains why he believes Yoda lays the real groundwork for design thinking.
  • Design thinking is a force for good, a force for change, it is a way of showing the interconnectedness of people to create a better life, business, or world.
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4 min read
Design thinking with Yoda

To survive in a world of change, stop designing for the best-case scenario

 
Resilience Is the Design Imperative of the 21st Century
  • In a world of “move fast and break things”, time rarely allows for designers to go back and improve beyond the golden path/happy path.
  • The author believes that we have to change the way we think about everything we create and suggests ways we can do that:
    • Design for resilience
    • Design for the edge cases
    • Make your design future-focused
  • Things that prevent us from doing so:
    • Distributed systems and interoperability
    • Proprietary products
    • Centralization
  • Breaking away from fragile design requires a shift in thinking, which means spending more time considering less-than-optimal scenarios and putting in the effort to address them.
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10 min read
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Designing a chatbot personality? Here are some tips that might help you do it.

How to Design a Chatbot Personality
  • The author believes personality to be the number one factor for increasing user engagement. And though your chatbot may be simple and basic, the people interacting with it tend to assign it a personality.
  • Unlike websites and mobile apps, which are designed to deliver the same experience for everyone, chatbots interact with people on a one-to-one basis.
  • The author suggests the following steps for designing a chatbot personality:
    • Start with the chatbot’s role
    • Flesh out the job description
    • Select your chatbot’s gender
    • Select your chatbot’s age
    • Create a thumbnail biography
    • Give your chatbot a name
    • Visualize your chatbot
    • Bring it to life!
  • Following this same procedure for every chatbot gives you enough of a foundation to then have the chatbot “take” a personality assessment test and then it’s just a matter of applying the personality type to your chatbot through the use of dialogue and emojis.
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9 min read
How to Design a Chatbot Personality

An odyssey exploring two possible outcomes for civilization as conversational AI takes hold—one brimming with the bright possibilities of user-controlled data, the other, decidedly dystopian.

In the Garden of Hyperautomation
  • Henry Comes-Pritchett explores two possible futures of hyperautomation: a self-custodial utopia, and a data-driven dystopia.
  • Comes’-Pritchett takes readers on a journey inspired by a sneak peek at, Age of Invisible Machines, an upcoming book by celebrated tech leader and design pioneer, Robb Wilson.
  • A philosophical treatise starts an odyssey that spans the breadth of possible civilizations, meeting the average people that inhabit them and observing their trials and tribulations.
  • The reader is ultimately left to decide what state of affairs they would prefer, with a call to action inviting those willing to change the world to start doing the work now.
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25 min read
AI Tale of Two Topias

Take a deep dive into Gartner’s evaluation of the most important attributes of enterprise conversational AI platforms for customer service from their new Critical Capabilities report. We’ve also got learnings from the top ranked platform’s real-world orchestration of conversational AI, which allowed one national retailer to prop up a new call center and cut their inbound traffic by 50% in just ten weeks. 

Rewriting Customer Service with Conversational AI
  • Conversational AI is an inevitable market state and enterprises are in hot pursuit of platforms that will enable them to successfully orchestrate the associated technologies—like NLU/NLP, code-free design, RPA, and machine learning. Gartner’s 2022 Critical Capabilities for Enterprise Conversational AI Platforms report is the first of its kind, providing a comprehensive breakdown of the technical requirements for entering this new paradigm for productivity.
  • The best way to succeed in customer service applications of conversational AI is by incorporating a broad range of channels (touching on every possible way a customer might try to engage with a business) as part of an open system that allows for integration with tools and solutions from other vendors and involves human agents in its operation and evolution.
  • Flexible open platforms allow businesses to rapidly identify and capitalize on the massive opportunities conversational AI brings while adapting their own operations around the fluctuating nature of the associated technologies. In essence, future-proofing their operations.
  • The highest-ranking company in the Customer Service Use case was OneReach.ai. Using their platform for conversational AI, a large national retailer was able to create a new call center and cut their inbound traffic by half in just 10 weeks.
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7 min read
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