Welcome to the 45th edition of the CX by Design Ideas newsletter. This is a monthly mailing by your hosts, Lis Hubert and Diana Sonis, where we focus on sharing human-centered ideas for business. This month, we’re discussing AI's place in the CX world.
How Should Your Company Use AI in CX?
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?
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: