Artificial intelligence or AI has greatly changed how people go about everyday life. From mobile devices with AI assistants to smart home products with smart home assistants, many forms of artificial intelligence make life easier. Artificial intelligence has also taken over major sectors such as manufacturing, health, and even security and slowly making its way into the world of eCommerce.
Integrating AI in the business model can help improve a company’s performance and provide customers with a more seamless user experience.
For any business to thrive, it not only needs to have a product, service, or system that delivers an excellent user experience to anyone using it. This comes down to the usability of the product, service, or system.
The user should be able to use it with ease and find it appealing enough to interact further with the brand or business. This is why delivering an excellent user experience should be a priority for all businesses in 2022.
What is user experience (UX)?
User experience or UX refers to how a user feels when interacting with a system, product, or service. It is simply how an individual feels when interacting with what is in front of them.
To determine whether a product, system, or service is providing the best user experience, a user needs to answer a few questions:
- Can it be used? – an essential requirement for a good user experience is being able to use a system, product, or service.
- Is it intuitive? – this refers to the usability of a system or service. If a user has to overthink about finding what they need from a service or system, the user experience is not the best.
- Does it serve a need? – no matter how beautiful a product, system, or service is, it needs to be able to address the user’s needs for them to remain interested in it.
- Is it valuable? – for any product, service, or system to provide a good user experience, it needs to deliver value.
If you are thinking about improving the user experience for your product, service, or system, here is how you can integrate artificial intelligence to improve UX.
How can AI improve user experience?
Artificial intelligence has significantly contributed to user experience, from introducing chatbots to making personalized ads possible. Here are 5 ways AI can improve UX.
By 2022, personal use devices will be smarter, with the ability to know the user’s emotional state better than humans. Also referred to as affective computing, emotion AI is an area of artificial intelligence where machines are programmed to learn non-verbal communication cues in humans to determine their emotional state. This includes reading facial expressions, body language, gestures, and tone.
Companies can use emotional AI to optimize the performance of different marketing strategies by identifying, designing, and creating content that appeals to a person’s emotions to foster better engagement.
Sentiment analysis can also be used to:
- Create content that answers all user questions
- Tailor ads to suit the interests of the user
- Create a product that addresses the needs of the user
Personalized ads and a customized approach
For any business, marketing is all about engaging with the consumers. Using AI technology, businesses can send out personalized ads to different clients based on their previous interactions with the business. For instance, AI technology can be used to send out emails to clients who abandoned their cart to remind them about the items they left in the cart.
Customized ads are the best way to entice different clients to come back to the business. With customized ads, a business is able to address a client’s individual needs, making them feel valued and understood. All this can be made possible using AI. Customers love personalized emails since they are more tailored to their needs, making the business seem interested in them on a personal level.
Customer support with AI integration
The use of chatbots on websites is one of the best examples of how artificial intelligence improves the customer experience through customer support. Any user can interact with chatbots to get the help they need in the absence of a human customer care representative. Chatbots are a convenient way of connecting with a business without waiting for an email response or having to call the customer care service. This saves the client’s time, which helps to improve their user experience.
Automated voice assistants in customer care are also good examples of how artificial intelligence is integrated into customer support.
Artificial intelligence used in customer support is designed to handle customer inquiries, therefore cutting the cost of operations since they reduce the number of human customer service representatives needed in a company.
The algorithm used by artificial intelligence can be used to know a user’s blog content interest, email browsing history, digital footprint, and the time spent on a website. This can help a brand learn about onsite SEO needs, and even determine the best content for different client needs and how best to personalize client emails.
With artificial intelligence, a business can enhance the user experience by delivering customized content that meets users’ needs on a personalized level. A client is likely to engage more with a brand or business when they feel understood.
Image recognition is a part of emotional AI that uses facial recognition software, machine learning, and data to categorize emotional responses based on different stimuli such as product offerings, website color, and advertised content.
Image recognition AI is trained on millions of facial expressions that help it to categorize responses based on these cues. Businesses and brands can use image recognition AI to determine the best website designs, content, and marketing strategies for different emotional needs. This can go a long way in improving the user experience since users get exactly what they need.
Current limitations and challenges to AI technology
Even as artificial intelligence continues to progress and offer solutions for improved user experience, some challenges hinder AI from living to its full potential. The most common challenges facing AI include:
Artificial intelligence uses power-intensive algorithms that discourage most developers. Deep learning and machine learning demand for GPUs and cores is never-ending, which can be difficult to implement for most developers.
There is uncertainty about how deep learning moderns predict output, which is a source of worry in AI. It can be difficult for humans to understand how different inputs can determine a solution for various problems.
Besides tech enthusiasts and AI researchers, very few people are aware of the artificial intelligence potential. Without understanding how it works, it can be difficult to integrate it into everyday tasks to reap the benefits.
Data security and privacy
Data security is one of the most significant concerns when it comes to artificial intelligence. Machine learning models in AI rely on data for training. This data is generated from millions of users globally, putting it at risk of being exploited.
Scarcity of data
There has been a lot in the news about how companies like Facebook, Apple, and Google exploit user data, putting a strain on AI efforts because of new rules restricting sharing of data with third parties. This forces most countries to rely on local data to produce AI systems for global use, which results in bias.
Despite the challenges, artificial intelligence has contributed significantly to delivering an excellent customer experience. Thanks to AI, users can access personalized services and customized products as more brands realize the benefits of investing in artificial intelligence to improve user experience.
As the world gravitates towards smart gadgets and digital connectivity, this is the best time for businesses to consider improving UX using AI.