Conversational Commerce 2.0: When AI and Chatbots Meet Experience Design

@BRIANSOLIS

“I love calling customer

service and working with

automated attendants.”- Said no customer ever

“It's hard to overstate how

big of an impact it's [AI]

going to have on society

over the next 20 years." - Jeff Bezos, Amazon

We are becoming a society of digital

introverts. We communicate differently.

We think and act differently. We

experience differently. Our expectations

and values have forever changed and

continue to do so. Now what?@briansoli

s

Progressive customers are forced into

reluctant relationships with businesses

because they expect them to conform to

legacy technology platforms and old thinking

when it is the company that needs to conform

to new behaviors and expectations.

Companies are considering AI in

customer service, e-commerce,

and even conversational

commerce applications. But all

will be for not, if we don’t change

our perceptions of customer

behavior and expectations, how

they prefer to communicate,

what they value, and what

defines a desired experience.

“I don’t want to call you or go in person

to talk to you unless I ABSOLUTELY

HAVE TO! Communicate with me the

way I talk to everyone else.” – your customer

The home screen has acted as the de facto portal on mobile

devices since the arrival of the iPhone and even before.

Messaging apps, with context and time, have a chance to

rival the home screen as the go-to place for interaction.- Mary Meeker

Intelligent consumer-facing

products are changing the

standard for customer

experience and user

experience. AI is ushering in a

revolution in UI and capabilities,

helping companies scale

engagement while introducing

new value to consumers.

Iteration vs. InnovationAI represents an opportunity and

a risk in CX. We can’t simply

design intelligence on top of

legacy philosophies and platforms

for customer engagement.

AI is coming to life in more than

just messaging apps and IoT

devices, intelligent robots are also

turning science fiction into reality

in CX.

Pepper powered by IBM’s Watson

and Softbank fuses AI, EQ

(emotional intelligence) and CX.

It is experience architects who

make an experience with Pepper

value-added, not creepy and

delightful.

CX Vision

Technology

Experience Architecture

Integration

Agility

Learning

Pillars of AI/CX

AI/CX Roadmap

AI’s greatest potential

is when it aligns with

known AND unknown

intent.

The UX and UI

you designed

to plug into the

back-end

experience that

you have.

The

experience I

expect so why

doesn’t your

UX and UI

work like

everything else

I use. Srsly.

Why isn’t

While in Madrid at the Digital Enterprise

Show, Labesh Patel, Chief Data Scientist at

Abzooba shared a simple but poignant

example that demonstrates how AI can

solve everyday friction in customer

experience. The point is that using customer

intent as an input for design, AI can deliver a

new generation of CX beyond chat,

commerce, service, et al.

Conversational Commerce

AI is cultivating a new generation of

conversations, engagement and in turn,

facilitating more pleasant and productive

customer experiences. This gives way to a

collaborative form of conversational commerce

that’s much more significant that sales or

transactions. Here, engagement is a currency.

Customer engagement is an

investment, not a cost center.

X MARKS

THE SPOT: CONNECT

POINT A TO POINT XXthebook.com

AI and conversational

commerce require

experience architecture.

Engagement,

conversations, direction,

click paths, everything must

be thoughtful, integrated,

simple…and humanized.

UX + UI = X (experience).

Experience design is more

important than ever before.

Yes, robots and AI will one day affect your job. But if you think

about it, businesses have managed employees as robots for

decades. They operate in aging paradigms using dated processes

with performance held to antiquated measures. They’re

discouraged from taking risks, talked to as a workforce, and

expected to develop within the confines of yesterday’s business

models and all that governs them. Your destiny, value and legacy

are yours to define. You won’t let those robots defeat you. @briansoli

s

While AI stands for Artificial Intelligence, it’s purpose is to scale human engagement

because no one ever loved an experience with an automated attendant

Brian Solis

[email protected]

Altimeter, the digital analyst group at Prophet

briansolis.com

@briansolis

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