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- offer suggestions on how the call could be done better
- analyze projects and processes to suggest improvements
- create personas that we will ask business questions to, eventually leading to organizational digital twins
These are just a few examples of how AI, rather than automating employees out of existence, can enhance employees and businesses.
Last, businesses need to prioritize different elements of AI experience for users versus customers. For customers, choice is crucial. Businesses should offer human-like AI to help customers, but customers should also have the choice of direct interaction with a person. For users, accuracy is paramount. AI doesn’t need to be human-like, especially when it is supplementing employees’ work, but it needs be accurate, so users are getting enhancements to their abilities rather than more work and poor experience.
Lead with design, acceptance follows
It probably comes as no surprise that the Horsey Horseless, the car with the wooden horsehead on the hood, was never a success. Quick fixes are not enough to promote public acceptance of new technology. Instead, we need to focus on developing clear use cases that offer real value for people while providing a seamless, great experience.