Recent commercials depict a robotic arm aiming for a box on a screen that distinguishes between humans and robots. Ironically, the application isn’t aware that a robot is accessing it; its sole focus is completing the transaction, not engaging with humans, or providing an exceptional “experience.”
Today, most transactions are managed by systems—primarily driven by artificial intelligence (AI). For instance, TikTok faces lawsuits from several state attorneys general over its addictive algorithms targeted at children. These algorithms tailor content based on your online activity, enabling companies and politicians to push products, opinions, and news that reinforce your biases.
This phenomenon, known as confirmation bias, means receiving information that aligns with your existing beliefs—political opinions, medical advice, or entertainment. As a result, companies continue to influence your shopping habits and opinions.
Despite this, most companies prioritize your online experience, employing AI-driven chatbots, virtual assistants, personalized recommendations, and recognition technologies to facilitate interactions.
1. Chatbots and virtual assistants
Chatbots and virtual assistants, like Alexa or Siri, are typically the first line of customer support. They handle inquiries 24/7, allowing you to progress with transactions without waiting for human assistance. In some cases, companies have eliminated human support altogether.
Tips for interacting with chatbots:
- Be Clear and Specific: When discussing travel reservations, use concise language and provide necessary details, such as your name and flight information.
- Use Simple Language: Avoid jargon and overly complex phrases; bots respond better to straightforward language. Be mindful that accents or regional terms may affect understanding.
- Leverage Keywords: When talking with an air travel agent, focus on essential keywords relevant to your request, such as “departure and arrival airports.”
- Follow Prompts: Adhere to the bot’s prompts to streamline the conversation. If your needs aren’t met, don’t hesitate to ask for a human representative.
- Be Patient and Persistent: If the bot doesn’t understand you, try rephrasing your question. Asking for human assistance is encouraged for complex issues.
Most companies prioritize your online experience, employing AI-driven chatbots, virtual assistants, personalized recommendations, and recognition technologies to facilitate interactions.
Today, most transactions are managed by systems—primarily driven by artificial intelligence (AI).
2. Personalized recommendations
Companies analyze your online behavior to power AI engines that offer personalized recommendations. This practice enhances your shopping experience by suggesting products based on past interactions. However, it can also lead to an overwhelming number of similar product options.
Recommendation engines usually reflect your recent choices, rarely presenting unrelated items. For example, if you own a Harley Davidson, you’ll mostly receive promotions related to that brand, limiting exposure to competitors. To diversify your options, consider using Google to compare brands, which can lead to a broader array of advertisements.
3. Recognition technologies
AI-driven recognition technologies enable virtual assistants to offer improved customer service by recognizing your voice, face, and fingerprints. Voice recognition can streamline account access and navigation, making it easier for users who find traditional menus cumbersome.
However, concerns arise with these technologies, as AI can reconstruct your voice from recordings, which poses security risks. Experts recommend allowing systems to generate voice messages instead of using personalized recordings.
As AI technologies evolve, informed consumers will be better equipped to navigate these advancements, making smarter choices about the trade-offs between convenience and personalized support. By understanding these shifts, they’ll ultimately experience more rewarding and satisfying interactions with AI-driven services.
