Shyamala Prayaga gave a presentation at UX STRAT USA 2021 on the topic: "Creating Emotionally Engaging AI Experiences"

1. Creating
Emotionally
Engaging AI
Experiences
SHYAMALA PRAYAGA
@SPRAYAGA

4. AI enabled products
are becoming part
of our everyday life

6. A global survey conducted by Genesys found the cost of
poor customer service across key economies is a whopping
USD$338.5 billion per year. When a customer goes to a
competitor, the average value loss to a business is over
USD$240 annually.

7. As per Gartner, “Artificial Intelligence (AI) will be a
mainstream customer experience investment in the next
couple of years”. 47% of organizations will use chatbots
for customer care and 40% will deploy virtual assistants.

8. According to MarketsandMarkets the Voice Assistant
Application Market size is projected to grow from USD 2.8
billion in 2021 to USD 11.2 billion by 2026, at a Compound
Annual Growth Rate (CAGR) of 32.4%

9. Most AI Experiences today lacks
- Human-like Intelligence
- Emotional Intelligence
- Reasoning
- Compassion
- Empathy

10. “The Secret to Winning Customers’
Hearts With Artificial Intelligence is
by Adding Human Intelligence”
Capgemini

11. Consumers
prefer human-
like qualities to
make AI-based
interactions
more
compelling

12. Human-like
qualities can
generate
significant
goodwill and
upside

13. AI experiences also have biases
- Age
- Gender
- Language
- Accent
- Ability
- Regional
- And more…

14. How to create emotionally engaging experiences?

15. Humanizing
Technology
Humanizing
Experience
Humanizing Content
Humanizing Privacy

16. Speech
Recognition
Natural
Language
Processing
Text to speech
Audio
Gestures
recognition
ASL Recognition
Emotion
Detection
Image
Recognition

17. Collect diverse
data sets and help
the development
team train with
Diverse data

18. Collect
relevant data
from diverse
segments
and users

19. Include everyone in your early design research

20. And people with
different age,
ability and
situation

21. Have a solid content strategy

22. Include and
Test with
diverse users

23. Design more inclusive experiences

24. Make
experiences
more
transparent and
explainable

26. Thank you
@sprayaga

27. Credits
Picture credits @Freepik.com
https://www.freepik.com/free-photo/ai-nuclear-energy-background-future-innovation-disruptive-technology_17850501.htm
https://www.freepik.com/free-photo/robot-handshake-human-background-futuristic-digital-age_17850426.htm
https://www.freepik.com/free-vector/artificial-intelligence-abstract-concept-illustration_11667742.htm
https://www.freepik.com/free-photo/high-view-diverse-wooden-characters-inclusion-concept_10418965.htm
https://www.freepik.com/premium-photo/web-designer-brainstorming-strategy-plan_3703648.htm
https://www.freepik.com/premium-photo/data-management-platform-dmp-concept_18797576.htm
https://www.freepik.com/free-photo/elderly-s-party_3276251.htm
https://www.freepik.com/free-photo/survey-assessment-analysis-feedback-icon_16459992.htm