As AI continues to advance into more and more aspects of the user experience, people will come to expect this as a standard. Keep in mind that chatbots can work 24/7—including holidays—and they never get the flu. Such a high degree of reliability and uptime is impossible to achieve with regular staffers. Plus, the use of chatbots allows their human counterparts to shift their focus toward solving more pressing problems.
The most satisfying user experiences of tomorrow will revolve around one of two scenarios:
- Sacrificing the human touch and sharing personal data for speediness or
- Forfeiting lightning-fast responses in exchange for an emotional, distinctly human element
Where Speed and Personalization Win
AI’s increasing role in the user experience is certain to spark a transformation. What people consider to be a good experience will shift. Plus, greater efficiency might convince users to accept technology-fueled solutions more readily. An example of a popular tool that is powered by emerging technology is the automated chatbot.
According to data from Usabilla, a little more than half of people would rather save ten minutes by talking to a chatbot rather than a human representative. This represents a major shift in how people view a good user experience. HubSpot found that the vast majority of people rate an immediate response to their inquiries as important or very important. People want quick, accurate information—even if it’s from a robot.
But remember that the type of interaction should still determine how the user experience plays out. AI tends to be more consistent and efficient than human staffers. So, for needs that are merely transactional, people should have high expectations regarding ease, responsiveness, and success when interacting with a business. Transactional experiences include performing tasks such as buying, selling, tracking, returning, asking, and queuing.
For these tasks, speed—not friendliness—is the priority, so AI systems have a natural edge over human representatives. In fact, HubSpot found that nearly two out of three buyers expect to have their inquiries resolved within ten minutes. This means assistance from an AI is a must in such cases. AI can also reduce the wild-card aspect of customer service reps. (Read through this thread, and you’ll get an idea of what this means.) Such enhanced capabilities enable brands to move highly transactional tasks to the robots’ domains.