Published by:
Harvard Business Publishing
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https://casecent.re/p/193900
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Abstract
The increasing frequency of interactions we have with AI and automated technologies means it is vital to understand how those things make people feel about themselves. Why? Because how people feel about themselves affects a wide range of success factors, including sales, customer loyalty, word-of-mouth referrals, employee satisfaction, and employee performance. The authors have been studying people's reactions to automated technology for more than seven years. In this article they focus on psychological responses to AI and automated technologies that they've observed in service and business-process design, product design, and communication, and offer practical guidance to help leaders and managers figure out how best to use these new technologies to serve customers, support employees, and advance the interests of their organization.
About
Abstract
The increasing frequency of interactions we have with AI and automated technologies means it is vital to understand how those things make people feel about themselves. Why? Because how people feel about themselves affects a wide range of success factors, including sales, customer loyalty, word-of-mouth referrals, employee satisfaction, and employee performance. The authors have been studying people's reactions to automated technology for more than seven years. In this article they focus on psychological responses to AI and automated technologies that they've observed in service and business-process design, product design, and communication, and offer practical guidance to help leaders and managers figure out how best to use these new technologies to serve customers, support employees, and advance the interests of their organization.