While some regard artificial intelligence as “new electricity”, others see it as a competitor for the workplace. Not surprisingly, according to McKinsey, approximately a fifth of jobs available now will be replaced by AI technologies in the near future. Should you be scared now? Definitely, not. Apart from eliminating some jobs, thousands of new positions will be minted, giving people an opportunity to gain new knowledge and earn better money.
It’s predicted that by 2025, the AI industry will be earning $118 billion annually. And, frankly saying, it’s difficult to name an industry that hasn’t been improved by AI and ML yet. And user experience is no exception.
Today, we are going to talk about artificial intelligence user experience and machine learning user experience possibilities.
A few decades ago, voice recognition systems were limited to their memory and processing power. Then, in 2010 when Google Voice Search was represented, speech recognition technology had come to a new level. A year later, Siri by Apple saw the world, catalyzing the appearance of Alexa by Amazon and Cortana by Microsoft.
What we have now in 2021, is very different from those outdated mechanisms that struggled to guess the words based on phonemes and didn’t recognize “thick” accents. Cloud-based processing and data-collection projects have brought voice recognition much further. Those systems differentiate between different languages and accents, they know huge amounts of vocabulary. Siri speaks around 21 languages, Alexa and Cortana — 8, could we imagine this a few years ago? Voice recognition technology is a key element of user experience. It makes the interaction between a human and software convenient and natural. To see it’s not enough, people want to be heard and replied to.
Interesting stats: according to Juniper Research, there were more than 3 billion voice assistants in use in 2019.
Nowadays, chatbots are frequently used to communicate with clients on behalf of the brand. They take over an essential part of the human load in chat interactions, giving clients immediate replies to their questions.
The reasons why the client starts a conversation with a chatbot might be numerous: they either want to get information about some product and directly order it, receive some personal recommendations, or solve some problems they might have faced with the product or service. For customers, chatbots bring more convenience and personalization — they don’t have to wait long hours to get called back or replied. For business owners, they are a tool to know their customers better and personalize their marketing campaigns in the future.
Interesting stats: according to Gartner, 52% of telephone companies are currently using chatbots.
Data analysis powers your marketing program. And while human ability in finding patterns in large datasets is very effort and time-consuming, and not always accurate, machines do it at scale and speed. Since data comes from both structured and unstructured sources, AI accelerates the process of cleaning and organizing it. AI-powered technologies are able to conduct an in-depth analysis of information and even predict customer choices.
They are able to analyze customers’ search history, purchase choices, and come up with predictions about their preferences. Hence, the user experience becomes more personalized as users are given more accurate and relevant recommendations. For instance, AI collects and analyzes the data about customer’s age, location, language, culture, and even weather condition of the place they come from. That way, the business owner chooses the strategy of proposing items that might interest that customer, if we are talking about e-commerce, of course. Such an approach is beneficial for both: customers don’t have to spend their time looking for a certain product and business owners increase the average order value.
Interesting stats: 80% of companies are planning to adopt AI for customer service in 2020.
That’s not a part of a sci-fi movie anymore. Voice recognition systems, chatbots, and data analytics have been already actively used by many companies. The linkage between UX and machine learning, UX artificial intelligence becomes stronger every year and most probably will become mainstream soon. If you still haven’t applied those technologies to your business, our benign advice is to start the process.