UXINDIA17 - Humanizing Artificial Intelligence in Digital Products

Humanizing Artificial Intelligence in Digital Products

Transcript

2. Humanizing the AI in Digital Products Saurabh Bhide
3. An intelligent person you dislike An intelligent person you like
4. About CogBooks Online courses that adapt to fulfil each learner’s needs
5. We built an AI-based product But nobody liked it
6. We built an AI-based product But nobody liked it because: • It felt mechanical • It lacked empathy
7. What we had done Define Common Scenarios Define Users personae Design An interface that works for the common scenarios
8. People think of products as people Intelligent products are thought of as intelligent people
9. Just because someone is intelligent doesn’t mean they are likeable
10. An intelligent person you dislike An intelligent person you like
11. AI can have anything between a loveable to an evil personality.
12. How do we make our AI likeable Using universally likeable personality traits - Innocent - Polite - Cute - Underdog
13. How do we make our AI likeable 1) Having a positive personality that goes with the product 2) Understanding the users’ situations and using the intelligence in a way that empathises with them
14. User Persona. Jacob, a 19 year old college student studying biology along with 6 other subjects. Low academic performer At risk of dropping out of college
15. Brand Personality. Dave, a friendly, approachable thought leader. Encourages his students to learn for understanding. Based on the process given in ‘Nicely Said’ and ‘Designing for the digital Age’
16. How do we make our AI likeable 1) Having a positive personality that goes with the product 2) Understanding the users’ situations and using the intelligence in a way that empathises with them
17. How can the AI understand Jacob’s situation and give recommendations with empathy?
18. The old method Define Common Scenarios Define Users personae Design An interface that works for the common scenarios
19. Process Once Every situation Define Brand persona Define User Persona Understand The emotions experienced by the user Imagine An empathetic response from the brand persona Translate The response into UI
20. An example Situation Jacob just answered an assessment. He needs to complete this module of the course by this weekend to pass in this semester
21. An example Situation Jacob just answered an assessment. He needs to complete this module of the course by this weekend to pass in this semester Emotions Jacob will be • Feeling terrible that he couldn’t pass the test • Feeling insecure • Not knowing what to do next
22. An example Situation Jacob just answered an assessment. He needs to complete this module of the course by this weekend to pass in this semester Response Dave will • Take it coolly • Encourage Jacob to study more and give another try • Give advice on what to study Emotions Jacob will be • Feeling terrible that he couldn’t pass the test • Feeling insecure • Not knowing what to do next
23. An example Situation Jacob just answered an assessment. He needs to complete this module of the course by this weekend to pass in this semester Response Dave will • Take it coolly • Encourage Jacob to study more and give another try • Give advice on what to study Emotions Jacob will be • Feeling terrible that he couldn’t pass the test • Feeling insecure • Not knowing what to do next UI • A calming sentence • Encouragement to study more • Taking him on a path to study what he needs
26. Process Once Every situation Define Brand persona Define User Persona Understand The emotions experienced by the user Imagine An empathetic response from the brand persona Translate The response into UI
27. We built an AI-based product with a Humanized AI And now, the users liked it