UX and the rise of AI
If AI can do everything, what’s the point in humans?
Everything is the point.
Think about it, when we get stuck on hold making a call and end up going around in circles trying to get hold of someone to speak to, it’s not the best experience. As people, many of us crave speaking to another real soul whether we admit it to ourselves or not.
Another example of this is when banks shifted from in person to digital. Now, we bank online mostly, and occasionally we may still need to go to withdraw cash in person or we might need to speak with someone if something goes wrong. If we don’t get to speak with a human in some way — whether it’s in person, over the phone or in a chat, we naturally feel more uneasy. Speaking with another human being gives us a deeper, intrinsic feeling of calm and peace.
Why is this? I believe it’s because we need to feel heard. An example of this is in a relationship, whether it’s romantic or not. If one person doesn’t feel heard, it’s difficult for either side to move forward. They can discuss their situation at length, but if one person continuously responds like a robot, the other is going to feel like they’re talking to a brick wall and feel like they’re not heard. As humans, we have an intrinsic need to be acknowledged, noticed and heard. This is the reason I believe that although an automated AI tool has huge value in helping us gain quick knowledge, when it comes to customer service, there is still a big need for a real human being to be present at some point in most customer journeys.
When I design products, I constantly think about how the customer is feeling throughout their journey. Now, the landscape has changed for our customers, I believe we need to reconsider their new realities on the receiving end of our services.