The AI revolution continues apace. Every day, we hear news of more models being trained and more eye-popping investments being made. But what does all that mean in concrete terms? How is AI changing the landscape of business, society and our day-to-day lives? We brought together leaders from Anthropic, Meta and Verizon to discuss those questions and more.
Panellists
- Dory Butler, SVP Customer Experience, Verizon
- Kathryn Han, Senior Product Design Manager, AI, Meta
- Kim Bost, Senior Product Design Manager, Anthropic
- HOST: Maz Karimian, Head of Strategy, ustwo
Key takeaways
1. Businesses are using AI tools to empower employees and deliver better service.
Dory Butler, SVP Customer Experience at Verizon, laid out how Verizon leverages AI to reduce cognitive load for frontline employees. Instead of sifting through customer and company information via manual search, employees’ responses to customer needs are accelerated and improved via AI-powered tools like Personal Research Assistant and Problem Solver.
2. AI-powered features and systems have become drivers of consumer choice and expectations.
The result of better technology, of course, is not only happier customers, but also higher expectations. Dory Butler referenced three key drivers of consumer choice in an AI-powered world: speed, personalisation and reliability.
3. Intuitive, innovative AIUX is the key to driving adoption and satisfaction among employees and customers.
Kim Bost, Senior Product Design Manager at Anthropic, emphasised the role of great design in translating powerful AI capabilities into useful, usable features. She highlighted Claude Artifacts as an important step towards more user-friendly AIUX, and stressed the need for ongoing effort to lower the barrier to entry for AI tools.
4. Emotive AI will elevate human-AI interactions and differentiate brands.
Kathryn Han, Senior Product Design Manager at Meta, spoke to the importance of considering emotional states when designing user experiences. She and the other panellists described CX opportunities in relation to AI understanding and adapting to users’ emotions in coaching, customer service and other contexts.
5. AI is transforming the landscapes of search, collaboration and creativity.
Kim Bost noted how companies like Pfizer and Bridgewater Associates are using foundation models such as Claude to cut down on search time and supercharge human collaboration and creativity across a wide variety of enterprise use cases.
Wrap-up
The adoption curve of AI looks a lot more like PCs than smartphones. In other words, it is an enterprise-first revolution. In market after market, businesses are exploring how to use AI to empower their employees to serve customers in better ways, both qualitatively and quantitatively.
Who will win? Not necessarily the first movers. Rather, it will be the firms that carefully consider their customers’ needs and constraints, then deliver best-in-class AIUX that helps those customers get the most out of the models’ underlying capabilities.
For the full conversation, watch the video above or head to ustwo’s YouTube channel.