Bridging the gap between AI and human touch in digital experiences

Artificial intelligence (AI) has rapidly become an essential tool for businesses to stay competitive in today's fast-paced economy. Many companies are now using AI-powered systems, with up to 91 percent of businesses having an ongoing investment in AI. And why not? AI can automate routine tasks, analyse large amounts of data and provide personalised customer experiences. Just think of JARVIS from the Marvel movies. Although JARVIS is a fictional character, the idea of an intelligent assistant that can manage tasks and provide real-time insights is becoming a reality in many workplaces. Many businesses are open to adopting AI-powered systems to streamline their operations and gain a competitive edge.

It is best seen in the case of ChatGPT, which has set many new records by crossing one million users within five days of launch and gaining 100 million users by January 2023. Its popularity and the growing expectations of organisations and consumers has captured the attention of the developer community. While AI can accelerate productivity and automation, it still carries some challenges developers should be aware of. 

The benefits…

AI tools can automate time-consuming and repetitive tasks, enabling developers to focus on the more complex and creative aspects of the development process. ChatGPT, for example, can be used to automate the generation of code snippets, test cases and even entire applications based on user specifications. Google’s Gen App Builder helps developers create enterprise-grade generative AI applications with limited coding experiences.

These tools can also analyse large volumes of data and extract insights that can be used to improve the user experience of an app. By leveraging natural language processing and machine learning algorithms, ChatGPT can help app developers understand user behaviour, preferences and pain points, enabling them to make data-driven decisions about app design and functionality. Technical debt is another major challenge that developers face and Code Scene helps address this, even reducing up to 82 per cent of the unplanned work in some cases. 

These tools can also help developers improve the accessibility and inclusivity of their apps by providing recommendations and guidelines for creating interfaces that are easy to navigate for all users.

… and the risks

While organisations may be attracted by the benefits of AI, they must recognise that advanced machine learning algorithms in AI can affect the end user's experience. AI can be a double-edged sword. For example, if a customer cannot tell if they are speaking to a human or a bot while opening a chatbot function, they might feel confused and move to another company or products that include interactions with easily identifiable humans.  

We have also seen instances of bias and discrimination. AI tools are as objective as the data they are trained on and if this data is biased, the algorithm can perpetuate and even amplify this bias and discriminatory results. Moreover, the use of AI also raises ethical concerns around privacy and surveillance as it can collect and analyse vast amounts of data about individuals, raising questions about who can access this data and use it. It can also create potential risks around data security.

Creating digital products for user needs 

As digital interactions become increasingly prevalent, organisations and their developer teams must consider whether their digital-first strategy prioritises the user experience. Is it the best it can be? Would incorporating an AI chatbot, for instance, genuinely enhance the user experience or detract? Developers should consider the social impact of using AI-driven apps to replace in-person engagement. While the solution can promote social connections and engagement, if not managed properly, it can lead to isolation and disconnection. 

Ensuring that the digital service or product is accessible to a diverse range of users is also crucial, as it can help mitigate existing social inequalities. By gaining a comprehensive understanding of the end-user, including their experiences, needs and reasons for engagement and engaging in regular communication with them, it is possible to develop software that prioritises empathy and honours the fundamental nature of human connections. Teams can gather insights from user feedback, analytics, market research and competitive analysis to create digital products that meet user needs and preferences. 

Although AI tools such as ChatGPT are highly beneficial, they are essentially machines and cannot comprehend or experience emotions in the same manner as humans. While they can mimic empathy to some extent, one must recognise their constraints and use them responsibly

The article has been written by Sara Faatz, Director, Technology Community Relations, Progress