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How to Meet User Expectations for Artificial Intelligence

Research-based recommendations to create a human-centered AI experience

Kathy Baxter
Apr 12, 2017 · 9 min read
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Salesforce Einstein

1. Know your limits

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The Assist chatbot clearly lists the things it can help with.

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2. Establish immediate value

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KLM’s chatbot allows customers to manage their travel needs

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3. Build trust over time

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DoNotPay is a lawyer bot that helps people fight unfair parking tickets.

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4. Respect social norms

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Joy can respond to the user’s mood

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5. Have personality

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Starbucks’ bot matches their brand and uses beautiful photos of their products to communicate with customers.

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Salesforce Experience and Design

A collection of stories, case studies, and ideas from…

Thanks to Raymon Sutedjo-The

Kathy Baxter

Written by

Architect, Ethical AI Practice at Salesforce. Coauthor of "Understanding Your Users," 2nd ed. https://www.linkedin.com/in/kathykbaxter einstein.ai/ethics

Salesforce Experience and Design

A collection of stories, case studies, and ideas from Salesforce design teams

Kathy Baxter

Written by

Architect, Ethical AI Practice at Salesforce. Coauthor of "Understanding Your Users," 2nd ed. https://www.linkedin.com/in/kathykbaxter einstein.ai/ethics

Salesforce Experience and Design

A collection of stories, case studies, and ideas from Salesforce design teams

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