That chat with a UX designer about AI chatbots

She told me most bots just mimic empathy without actually solving anything. Made me wonder if we are building shiny tools instead of useful ones. Anyone else feel like AI customer service is getting worse not better?

2 comments

2 Comments

emma_burns962d ago

Exactly this. Companies chase those UX awards and design accolades but forget the bot needs to actually do something. Saw a chatbot yesterday that asked "how does that make you feel?" when I wanted a refund. Completely useless. The shiny tool problem is real. Design teams focus on the first click, the friendly greeting, the cute avatar. Nobody thinks about what happens when you hit a real snag. It's all surface level. Probably need more designers who worked actual customer service jobs. People who know what it feels like to repeat yourself five times. Not just folks who studied empathy in a textbook.

avery_carr572d ago

Shiny tools instead of useful ones" - so are companies just designing for awards instead of actual help?