Okay, at least two of these are true. (1) AI is the most powerful tool for improving human experience. (2) AI is the first step towards the Matrix or the Terminator. (3) AI is a super easy way to make people feel like they don’t mater. Two of those depends almost entirely on what you were already doing in 2022 pre-AI.
So, gut-check time! Who were you before Gen-AI? You know, before we were talking about lowering operating expenses, the death of a dozen roles, or downplaying the thing because it can’t do X (yet–bites nails because the new model does W). Because that 2022 version of you (or the company) is in your DNA and it’s a lot harder to change.
Prompts don’t create human-centricity, empathy, or culture. It let’s you think, sure, and even might speed things up, but in the end you are what you were. We haven’t had the time to change. So, if your experience strategy is (and was) built around understanding humans to remove friction, great! You’ll do that faster. But if your strategy was mostly around reducing Average Handling Time and diverting traffic to a cheaper channel and containing them there: uh oh. Instead of one annoying chatbot handing a few calls, we’ll let it handle a million and people STILL won’t get what they need!
Check it: lower operating expenses look great on a quarterly report. Attrition shows up a few quarters later. Instead of AHT, maybe use AI to do qual at scale and measure Intent (did they get what they reached out for) + Satisfaction (were they cool with it) + Effort (how hard did they think it was for them to get what they needed). That’ll let you peek under the hood at cost WHILE figuring out what to fix.
But make experience strategy and human-centric culture your DNA first. THEN build on it. Maybe even in bullet-time.