Nudge theory suggests that simple nudges can really impact human behavior.
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For Successful AI: Train both Algorithms and Humans
Agents in the loop should have a real understanding of how the AI works to avoid “automation surprise.”
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Gartner | Improving Digital and Self Service Capabilities to Sail Through Covid-19
Companies are employing digital tools to help with triaging the increased request volume.
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Deloitte | Cognitive Collaboration
Intelligent augmentation is “not building machines that think like humans, but designing machines that help humans think better.”
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Science Direct | An experimental study of human–chatbot interaction
Understanding the users side could be critical for designing good chatbots and virtual agents.
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IDG | Top IT spending priorities for 2020
Improving customer experience is a top priority for many CIOs budgeting for 2020.
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CTO of [24]7.ai Shares Why Conversational AI Needs Conversation Design
Conversation design is critical to realizing the benefits of conversational commerce.
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With Conversational AI, Focus on User Experience
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.”
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Weekly Review: 07/18