Deloitte’s Managing Director of their global practice in Applied AI says “organizations can benefit from approaching conversational AI with human-centered design rather than process-centric checklists.”

Here are the key take aways:

• Emphasize user engagement rather than business process completion
• Focus on users’—not the organization’s—perception of value
• Measure what matters

Read more about the principles she suggests to leaders for building conversational AI systems that truly connect with users and help their organizations achieve a tangible ROI.