As customers, how have you noticed the impact of AI in your interactions with businesses?

The integration of AI into customer experience (CX) is an intriguing and rapidly advancing phenomenon. AI-driven systems, such as sophisticated phone attendants that understand complex speech, and chatbots capable of sentiment analysis and empathy, are redefining customer interactions. These advancements are not just optional; they are essential for businesses aiming to stay competitive.

A striking example of AI's ubiquity is its role in shaping our daily routines. Consider how Google Maps suggests the fastest route, or how a shopping app reminds you to buy bananas based on your purchase history – these are examples of AI at work, subtly optimizing our everyday decisions.

As these AI technologies evolve customer expectations will continue to rise. The future belongs to businesses that adapt by offering increasingly personalized and frictionless customer journeys. Embracing AI is no longer a choice but a necessity for those aspiring to lead in the customer experience domain.

Hello everyone,

I have also come across the phenomenon that you can find a tool with AI for every activity and even use it for free. I regularly have texts generated by an LLM, create image files via GenAI or generate HTML codes or JS scripts.

In my opinion, this clearly shows the supporting power of AI and the potential of human relief/support. AI-supported bots increasingly give the impression of being human and offer a great service. - I personally found this out when I canceled a contract with an online provider.

Yours sincerely, 
Stephan

Chatbot use:

Before using AI chatbots, I'd always consider if there is sensitive information involved, in which case I'd anonymize it and if it's not possible/feasible, I'll search for other ways to proceed with my task.

I usually do a lot of research to come up with out-of-the-box solutions, and I have to remind myself to ask the chatbot about their familiarity with the systems that I'm working with.

For example, I've learned the liquid basics through Zendesk help center articles and user groups, Shopify and Sweethawk, but it was still difficult for me to generate a code that I needed, which would require further time consuming research and learning. Chatgpt helped me come up with cool liquid solution much faster.

After Gemini release by Google, I've recently caught myself working in both chatgpt and bard about the same topic, as they communicate differently. I guess it's like suddenly having two digital brainstorming buddies instead of one :-)

If I use AI as a tool to efficiently convene an important message, I'll make sure to adjust the wording to mine even if it doesn't look as polished, as it's important for me to avoid misalignment between the message and the sender. This is probably a temporary need as everyone gets used to AI language and also as AI more efficiently adapts to the personality of the user. 

AI services:

In reference to Brandon' post, it's interesting to notice that as a consumer, it's not necessary for us to know that we interact with AI, as long as our needs are (securely) met with as little friction as possible. It's a good reminder when jumping on an AI journey as a business that the focus should continue to be on making the customer's experience better. There is no value in announcing AI supported services, if that doesn't reflect in an enhanced experience for the customer. At the same time, if you don't support your services with AI, you'll very soon be competing against those who do.