Consumers today are more AI-savvy than you think. Customers use their best interaction experience in one domain as a baseline expectation in others. This means that, when it comes to AI, every single business is in competition with the global giants, including Amazon and Netflix. AI is no longer a nice-to-have feature; it’s a must-have — and poor AI has become a real threat to businesses.
When the algorithm fails to live up to people’s expectations of the user experience and doesn’t deliver the service its users want, the people using the system end up feeling annoyed, frustrated, and tired. New research my team was involved in has identified this phenomenon, and it’s hurting businesses everywhere.