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@BRIANSOLIS
“I love calling customer
service and working with
automated attendants.”
- Said no customer ever
“It's hard to overstate how
big of an impact it's [AI]
going to have on society
over the next 20 years."
- Jeff Bezos, Ama...
We are becoming a society of digital
introverts. We communicate differently.
We think and act differently. We
experience d...
Progressive customers are forced into
reluctant relationships with businesses
because they expect them to conform to
legac...
Companies are considering AI in
customer service, e-commerce,
and even conversational
commerce applications. But all
will ...
“I don’t want to call you or go in person
to talk to you unless I ABSOLUTELY
HAVE TO! Communicate with me the
way I talk t...
The home screen has acted as the de facto portal on mobile
devices since the arrival of the iPhone and even before.
Messag...
Intelligent consumer-facing
products are changing the
standard for customer
experience and user
experience. AI is ushering...
Iteration vs. Innovation
AI represents an opportunity and
a risk in CX. We can’t simply
design intelligence on top of
lega...
AI is coming to life in more than
just messaging apps and IoT
devices, intelligent robots are also
turning science fiction...
CX Vision
Technology
Experience
Architecture
Integration
Agility
Learning
Pillars of AI/CX
AI/CX Roadmap
AI’s greatest potential
is when it aligns with
known AND unknown
intent.
The UX and UI
you designed
to plug into the
back-...
While in Madrid at the Digital Enterprise
Show, Labesh Patel, Chief Data Scientist at
Abzooba shared a simple but poignant...
Conversational Commerce
AI is cultivating a new generation of
conversations, engagement and in turn,
facilitating more ple...
Customer engagement is an
investment, not a cost center.
X MARKS
THE SPOT: CONNECT
POINT A TO POINT X
Xthebook.com
AI and conversational
commerce require
experience architecture.
...
Yes, robots and AI will one day affect your job. But if you think
about it, businesses have managed employees as robots fo...
While AI stands for Artificial Intelligence, it’s purpose is to scale human engagement
because no one ever loved an experi...
Brian Solis
brian@altimetergroup.com
Altimeter, the digital analyst group at Prophet
briansolis.com
@briansolis
Linkedin.c...
Conversational Commerce 2.0: When AI and Chatbots Meet Experience Design
Conversational Commerce 2.0: When AI and Chatbots Meet Experience Design
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Conversational Commerce 2.0: When AI and Chatbots Meet Experience Design

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Conversational commerce, chatbots, AI, represent the next frontier for automated customer engagement. For meaningful conversational commerce, designers must employ experience architecture to balance human-centered design with thoughtful CX, UX and UI. Leading digital analyst and anthropologist Brian Solis shares his vision for next generation conversational commerce...the experience when automation meets design.

Published in: Business
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Conversational Commerce 2.0: When AI and Chatbots Meet Experience Design

  1. @BRIANSOLIS
  2. “I love calling customer service and working with automated attendants.” - Said no customer ever
  3. “It's hard to overstate how big of an impact it's [AI] going to have on society over the next 20 years." - Jeff Bezos, Amazon
  4. We are becoming a society of digital introverts. We communicate differently. We think and act differently. We experience differently. Our expectations and values have forever changed and continue to do so. Now what? @briansoli s
  5. Progressive customers are forced into reluctant relationships with businesses because they expect them to conform to legacy technology platforms and old think when it is the company that needs to conf to new behaviors and expectations.
  6. Companies are considering AI in customer service, e-commerce, and even conversational commerce applications. But all will be for not, if we don’t change our perceptions of customer behavior and expectations, how they prefer to communicate, what they value, and what defines a desired experience.
  7. “I don’t want to call you or go in person to talk to you unless I ABSOLUTELY HAVE TO! Communicate with me the way I talk to everyone else.” – your customer
  8. The home screen has acted as the de facto portal on mobile devices since the arrival of the iPhone and even before. Messaging apps, with context and time, have a chance to rival the home screen as the go-to place for interaction. - Mary Meeker
  9. Intelligent consumer-facing products are changing the standard for customer experience and user experience. AI is ushering in a revolution in UI and capabilities, helping companies scale engagement while introducing new value to consumers.
  10. Iteration vs. Innovation AI represents an opportunity and a risk in CX. We can’t simply design intelligence on top of legacy philosophies and platforms for customer engagement.
  11. AI is coming to life in more than just messaging apps and IoT devices, intelligent robots are also turning science fiction into reality in CX. Pepper powered by IBM’s Watson and Softbank fuses AI, EQ (emotional intelligence) and CX. It is experience architects who make an experience with Pepper value-added, not creepy and delightful.
  12. CX Vision Technology Experience Architecture Integration Agility Learning Pillars of AI/CX AI/CX Roadmap
  13. AI’s greatest potential is when it aligns with known AND unknown intent. The UX and UI you designed to plug into the back-end experience that you have. The experience I expect so why doesn’t your UX and UI work like everything else I use. Srsly. Why isn’t
  14. While in Madrid at the Digital Enterprise Show, Labesh Patel, Chief Data Scientist at Abzooba shared a simple but poignant example that demonstrates how AI can solve everyday friction in customer experience. The point is that using customer intent as an input for design, AI can deliver a new generation of CX beyond chat, commerce, service, et al.
  15. Conversational Commerce AI is cultivating a new generation of conversations, engagement and in turn, facilitating more pleasant and productive customer experiences. This gives way to a collaborative form of conversational commerce that’s much more significant that sales or transactions. Here, engagement is a currency.
  16. Customer engagement is an investment, not a cost center.
  17. X MARKS THE SPOT: CONNECT POINT A TO POINT X Xthebook.com AI and conversational commerce require experience architecture. Engagement, conversations, direction, click paths, everything must be thoughtful, integrated, simple…and humanized. UX + UI = X (experience). Experience design is more important than ever before.
  18. Yes, robots and AI will one day affect your job. But if you think about it, businesses have managed employees as robots for decades. They operate in aging paradigms using dated processes with performance held to antiquated measures. They’re discouraged from taking risks, talked to as a workforce, and expected to develop within the confines of yesterday’s business models and all that governs them. Your destiny, value and legacy are yours to define. You won’t let those robots defeat you. @briansoli
  19. While AI stands for Artificial Intelligence, it’s purpose is to scale human engagement because no one ever loved an experience with an automated attendant
  20. Brian Solis brian@altimetergroup.com Altimeter, the digital analyst group at Prophet briansolis.com @briansolis Linkedin.com/influencer/briansolis Facebook.com/thebriansolis

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