Author: Yanina Guerzovich – Technical Director at UX Studio
With Artificial Intelligence related technology maturing, ‘human‘- organizations are looking to use this technology to improve the services they offer to their customers. However, AI will not just allow processes to become more efficient. This technology can give us the opportunity to design differently, if we look at the services end-to end.
Creating meaningful experiences always starts with understanding the users’ needs and motivations. Many companies are looking to leverage AI to help automate manual tasks in an effort to significantly reduce costs. Just like any other touchpoint, for AI solutions to be relevant, we need to make sure that it is solving a known user need in the appropriate context. For instance, we need to understand not only what questions need to be answered by a chatbot, but also how users will discover the service, get onboarded to the service, and interact with it. Designing a fluid and transparent journey is essential when building successful AI experiences.
Furthermore, incorporating AI into services may give us the opportunity to rethink human interactions. As some tasks are automated, companies will have the opportunity to let people focus on building new and meaningful interactions between people in relevant moments of the journey.
Imagine a chatbot that can help, through simple conversation, guide a candidate to apply to NASA. Or, a system that seamlessly matches your professional expertise to a job’s requirements without filling lengthy, duplicative forms. What about a communication channel that is always available to immediately answer most of your questions?
The efficiencies created by leveraging this technology might afford interviewers and recruiters more time to connect with the right candidates and start building relationships with the people they want to hire.
By incorporating AI holistically, service designers will have the chance to focus on not just improving existing experiences and proposing ideal experiences, but also on redefining the new functions each channel could perform. Organizations will have the power to create relationships that will focus on people and will go beyond technological innovation.