Saving cost at the expense of customer frustration is a losing game, even for an iconic brand. The problem in AI experience design (AIXD) is the culprit for bad customer experience everywhere: too many customers cannot get a live agent to answer their simple questions, after calling and “talking” to an AI voice used on IVR (interactive voice response), and they often just give up in frustration and helplessness.

"Is this the best AI can get? Or is it the worst? 

Actually, it is fairly easy to change this contact center nightmare: redesign the way AI answers the calls in a customer-centric way. 

The invisible “hand” and the hidden mind behind the design of this AI customer experience is “either-customers-fit-into-my-categories-or-goodbye”. 

The problem is: Whose priority governs the AI experience design (“XD”)?  Xfinity’s current design is all from the point of Xfinity’s convenience, not customers’.  There are issues not so cut and dried, squarely fitting into the four categories the AI voice keeps repeating to the callers. Why can’t they simply add a “none of the above” category?  And why didn’t Xfinity honor its promise of “connecting to a live agent, any time”, but instead forcing texting or other virtual choices onto a customer who repeatedly asked for a live agent?

Xfinity AI imposes its over-simplified choices onto customers, at the expense of their various and nuanced needs.

It is not human centered, not user friendly, not customer centric.

But it saves Xfinity operational expenses, … or not! "

 

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© Joanne Z. Tan   All rights reserved.

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