How are you balancing AI-driven automation with maintaining a 'human touch' in user experience?
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We’re finding that while AI is great for scaling interactions, balancing automation with authenticity can be challenging. What approaches have worked for you?
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炼心烨@iwaconde
I think it depends on the use case, and you can't use AI when the user needs help urgently and wants to communicate urgently. Otherwise, it will make the user feel terrible and impersonal. However, in some scenarios where users are more relaxed, adding some AI-assisted operations will provide a better user experience.
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for quick shopping inquiries, AI works fine, but for something like healthcare, people still prefer human conversation
I think it's all about using AI to help with the repetitive stuff while still keeping the human element for personal connections.
In general, this is a tough challenge to tackle. There isn’t a one-size-fits-all solution since it depends on factors like which processes you’re automating, the industry you’re in, and your target audience.
However, a solid way to maintain a human touch is to always provide a phone number or email address where users can reach a real person. This builds trust and gives users a sense of security, knowing they have a direct contact if they have specific questions or run into issues.
I balance it by using AI for repetitive tasks and data analysis, while ensuring personalized interactions and customer support are handled by real people. This way, efficiency is boosted without losing the personal connection.