AI has been a hot topic in the business world. During the splashy advent of ChatGPT, it seemed like AI could do just about anything. Then, of course, came the backlash: The articles AI wrote were repetitive and inaccurate; it made up information when it couldn’t find facts; it spewed skewed logic and biased ideas.
This has led to a very important question: Where is AI’s place in a human-centric business? How can companies use it ethically and responsibly? And how can we trust AI to participate in the domain of Customer Experience?
Where Business AI Is Today
The fact is, most of us use AI every day. It’s busily personalizing recommendations in our social media feed, filtering spam from our inboxes, and correcting our spelling and grammar mistakes. And it works pretty well, saving us time and helping us avoid embarrassing typos.
The difference, of course, is that AI has proven itself in these areas; we’re comfortable with it, even as we acknowledge that it makes the occasional mistake. But AI-powered tools are proliferating, and we’re not necessarily comfortable with that. How can we provide human-centric experiences if we’re using machines as part of the process?
The key is that AI (and machine learning, computer vision, and all of AI’s subfields) are only part of the process. How and where we use them depends on the answers to three important questions.
Questions You Must Ask About Using AI in CX
First, consider your organizational goals and values. AI, however you use it, needs to align with these. Next, think about your customers and how AI will help you serve them. And finally, think about how your decisions will shape the future – not just of your company, but of how we do business.
There’s a lot to unpack in those four short sentences. That’s why CX by Design Founding Partner Lis Hubert has written a series of articles exploring these three topics in much more depth:
Limitless Capabilities examines the balance between AI and CX in a human-centric business.
Creating Long-Term CX Gains discusses the intersection between AI, your company’s values, and your customers’ needs.
CX in the New AI World: What Matters Most offers thoughts on how businesses can shape the future with their tech choices.
Check these articles out, share them with others, and express your views! We look forward to learning your viewpoints on how CX and AI can work together.
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