Discover how the personification of AI agents, from cleaning robots to personalized assistants, is transforming customer experience and business operations.
AI agents are rapidly changing the way we work, and their impact is particularly visible in business. As companies adopt new AI generative tools, they are not only improving efficiency, but opening up new opportunities to transform physical work environments.
We are now witnessing an evolution in how robots and AI agents, with "bodies", are creating added value by interacting in the real world. In this article, we will explore how personalized AI agents, going beyond digitization, are creating new customer and employee experiences.
While today's AI agents are known for improving the efficiency of administrative tasks, the true potential of AI emerges when we learn how to properly engage in dialogue with these systems.
To get meaningful responses from AI, it's essential to use the "dialogue technique" by asking the right questions and giving appropriate instructions for the AI to understand our needs. This aspect will become even more crucial as AI moves from the computer screen to the real world.
The real world is filled with unpredictable situations. From kids running in a restaurant to tools falling in factories, AI must adapt to these events, requiring smooth communication with people nearby.
The goal is to move from efficiency in AI to designing a smooth communication model between humans and AI. This shift will be key when robots with "bodies" interact with their physical surroundings.
One of the most common examples of this shift is the Roomba cleaning robot. Watching it change direction after hitting an obstacle, you might feel the urge to say, "Keep going!" This behavior reflects anthropomorphism, where we assign human-like traits to AI, treating it like a pet that interacts with us in an affectionate manner.
On a larger scale, robots in logistics warehouses are already handling complex tasks like transporting heavy loads, showcasing superior efficiency and precision compared to humans. These robots are not just machines; they have become silent yet reliable companions, improving productivity.
What would happen if we added anthropomorphism to the interaction between humans and robots? This design technique has the potential to transform how we work and relate to AI.
In a restaurant, a cat-shaped robot that moves and gestures can completely change the customer experience. It not only delivers food but also creates a fun atmosphere, enhancing the customer experience (CX).
Moflin, a pet robot with AI, has a personality that changes based on how people interact with it. This robot doesn't just repeat routines; it develops emotions, becoming a unique companion that forms an emotional bond with people, which has great value in business relationships.
Imagine an intelligent desk in the office of the future that not only stores documents but also reminds you of meetings and takes care of your well-being. This AI assistant not only organizes your schedule but also interacts with you affectionately, suggesting breaks when you're tired. It's a new form of "employee experience (EX)".
The key to successful smooth interaction lies in the field of HAI (Human-Agent Interaction), an academic field studying how to design effective relationships between humans and AI. When this interaction is optimized, businesses can create experiential value beyond AI's basic functionality.
In this article, we've seen how the evolution of AI agents moves from efficiency in automated tasks to creating experiential value through personification in the real world. From digital AI agents assisting with administrative tasks to real-world AI agents interacting physically, the personification of AI holds the power to transform customer experience (CX) and employee experience (EX), enhancing relationships and creating a new type of emotional communication with technology.
The central concept for this transformation's success is how to design a smooth relationship between humans and AI, opening new opportunities for businesses.
