Quarantine UX via AI

When multiple aspects of our lives are disrupted simultaneously we are forced to reconsider certain behaviors and expectations. Moreso, when essential goods become more difficult to obtain and storefronts are no longer accessible. When the once basic convenience of accessing essential goods becomes a luxury it is difficult to distinguish which consumption habits will resume versus which will be permanently transformed. However, we are observing the drastic impact of AI on what is presently occurring in the aptly named Quarantine UX.

In this article, we will review some of the considerable ways in which industries have evolved to promptly integrate AI solutions and capitalize on the opportunities which have arisen during this pandemic.

In the Workplace

The AI for Quarantine UX phenomenon is also expressed in the way products are managed.  We now see several industries adding automation and robotics to human workflows to ensure a reduction in human exposure to COVID-19. This has been an accelerant to some industries, while others have been met with difficult challenges. The more swiftly businesses introduce automation, the higher the likelihood they will succeed in managing the unknown results of the economic downturn.

When considering the supply chain other arising phenomena become clearly present. For example, the way in which slight adjustments in scanning technology have allowed some companies in China to nearly return to 100% operational capacity; or whereby Artificial Intelligence systems which have focused on fault detection now allow previously on-premise-only work to be performed remotely.

This shift in focus has always been in the pipeline but now it is being prioritized due to a lack of other options. Fortunately, as we've seen in the past, the best approach to AI in the workplace is human augmentation and building systems that lead to co-learning.

While the themes discussed around perceived AI risks are not new, we are now seeing a 34% increase in open conversations about the rewards it can offer; in particular, the impact which AI has on job creation.

It's no secret that some forms of automation reduce the need to employ human beings, but as this Wired piece portrays, AI is finding spaces to generate better jobs for more people around the world. Another example is Humans in the Loop, an NGO which works to support migrants who come from conflict zones to develop machine learning skills; therefore, better equipping them to enter the labor market in Bulgaria.

We view Artificial Intelligence as a vehicle to improve people's lives. Additionally, it’s a favorable strategy in supporting companies to better connect with their customers while simultaneously strengthening the decision-making process. So long as AI is applied in an optimal way it can help advance the way we communicate with customers, consequently, making our workplaces more efficient.

On the internet. 

How much time do you spend each week on Zoom? This question would not be as relevant if our interactions hadn’t become increasingly mediated by video-conferencing tools in the way which they have. 

We’ve reached a milestone where people are now presented with the need to fabricate new excuses to ‘get out of the call’.  Additionally, there are well-known designers considering the aesthetics of these virtual spaces.

We see brands transforming their visual and language codes to move in sync with our times. Imagery of people socializing in public spaces and making physical contact have changed our opinions on visual codes. This reflects life during quarantine, and our new reality which is focused on social distancing.

Regardless, many of these phenomena will remain while others change. In order to adequately observe, organizations must listen carefully to the population, consumers, and have the necessary tools to detect trends. Data visualization has been shown to bring great value to social listening.

At The Curb-side

Most brick and mortars now offer curb-side pickup and many are engaging in dynamic digital conversations with customers for the first time. This is an incredible opportunity for AI to help manage the increased volume and complexity to facilitate new business logic. There's a right way and a wrong way. The right way requires a well-thought-out strategy with the following steps happening in chronological order.

First, it is important to listen, to better understand the customer base. We do this by building an AI that can monitor the conversations being generated by customers. Starting with the historical data which will analyze how customers communicate as they navigate this new way of engaging with your company. Having the necessary answers prepared in advance for the customer can help them easily understand the pick-up logic. This means there will be a noticeable reduction in negative customer sentiment and the human 'walkers' time when finding customers in parking lots.

Second, the content and knowledge base are written. This is done by using AI to test and generate a knowledge base that concisely communicates the new system of pick-up. Then it is crucial to ensure all answers to the most commonly asked questions, customers may ask will be readily available. These are then tested to see if the answers have been written in a way that can be easily comprehended by the customers. This is done by monitoring the repeated questions and re-entry of customers into other parts of the contact center. Having appropriate content can greatly scale your customer relationships during this trying time.

Finally, the AI is plugged into the most common channels where customers seek assistance, such as email, chat, web search, and IVR (Interactive Voice Response). This helps customers to better help themselves, therefore, reducing work pressure for your employees. Due to the additional stress from joblessness and cabin fever customers behaviors have become more erratic now than ever. Ensuring your AI is available to readily help them through their customer journey is a quick way of managing these needs while ticking one item off your to-do list; to implement AI.