Conversational commerce, chatbots, AI, represent the next frontier for automated customer engagement. For meaningful conversational commerce, designers must employ experience architecture to balance human-centered design with thoughtful CX, UX and UI. Leading digital analyst and anthropologist Brian Solis shares his vision for next generation conversational commerce...the experience when automation meets design.

1. @BRIANSOLIS

2. “I love calling customer
service and working with
automated attendants.”
- Said no customer ever

3. “It's hard to overstate how
big of an impact it's [AI]
going to have on society
over the next 20 years."
- Jeff Bezos, Amazon

4. We are becoming a society of digital
introverts. We communicate differently.
We think and act differently. We
experience differently. Our expectations
and values have forever changed and
continue to do so. Now what?
@briansoli
s

5. Progressive customers are forced into
reluctant relationships with businesses
because they expect them to conform to
legacy technology platforms and old think
when it is the company that needs to conf
to new behaviors and expectations.

6. Companies are considering AI in
customer service, e-commerce,
and even conversational
commerce applications. But all
will be for not, if we don’t change
our perceptions of customer
behavior and expectations, how
they prefer to communicate,
what they value, and what
defines a desired experience.

7. “I don’t want to call you or go in person
to talk to you unless I ABSOLUTELY
HAVE TO! Communicate with me the
way I talk to everyone else.”
– your customer

8. The home screen has acted as the de facto portal on mobile
devices since the arrival of the iPhone and even before.
Messaging apps, with context and time, have a chance to
rival the home screen as the go-to place for interaction.
- Mary Meeker

10. Intelligent consumer-facing
products are changing the
standard for customer
experience and user
experience. AI is ushering in a
revolution in UI and capabilities,
helping companies scale
engagement while introducing
new value to consumers.

11. Iteration vs. Innovation
AI represents an opportunity and
a risk in CX. We can’t simply
design intelligence on top of
legacy philosophies and platforms
for customer engagement.

12. AI is coming to life in more than
just messaging apps and IoT
devices, intelligent robots are also
turning science fiction into reality
in CX.
Pepper powered by IBM’s Watson
and Softbank fuses AI, EQ
(emotional intelligence) and CX.
It is experience architects who
make an experience with Pepper
value-added, not creepy and
delightful.

14. CX Vision
Technology
Experience
Architecture
Integration
Agility
Learning
Pillars of AI/CX
AI/CX Roadmap

15. AI’s greatest potential
is when it aligns with
known AND unknown
intent.
The UX and UI
you designed
to plug into the
back-end
experience that
you have.
The
experience I
expect so why
doesn’t your
UX and UI
work like
everything else
I use. Srsly.
Why isn’t

16. While in Madrid at the Digital Enterprise
Show, Labesh Patel, Chief Data Scientist at
Abzooba shared a simple but poignant
example that demonstrates how AI can
solve everyday friction in customer
experience. The point is that using customer
intent as an input for design, AI can deliver a
new generation of CX beyond chat,
commerce, service, et al.

17. Conversational Commerce
AI is cultivating a new generation of
conversations, engagement and in turn,
facilitating more pleasant and productive
customer experiences. This gives way to a
collaborative form of conversational commerce
that’s much more significant that sales or
transactions. Here, engagement is a currency.

18. Customer engagement is an
investment, not a cost center.

19. X MARKS
THE SPOT: CONNECT
POINT A TO POINT X
Xthebook.com
AI and conversational
commerce require
experience architecture.
Engagement,
conversations, direction,
click paths, everything must
be thoughtful, integrated,
simple…and humanized.
UX + UI = X (experience).
Experience design is more
important than ever before.

20. Yes, robots and AI will one day affect your job. But if you think
about it, businesses have managed employees as robots for
decades. They operate in aging paradigms using dated processes
with performance held to antiquated measures. They’re
discouraged from taking risks, talked to as a workforce, and
expected to develop within the confines of yesterday’s business
models and all that governs them. Your destiny, value and legacy
are yours to define. You won’t let those robots defeat you.
@briansoli

21. While AI stands for Artificial Intelligence, it’s purpose is to scale human engagement
because no one ever loved an experience with an automated attendant

22. Brian Solis
brian@altimetergroup.com
Altimeter, the digital analyst group at Prophet
briansolis.com
@briansolis
Linkedin.com/influencer/briansolis
Facebook.com/thebriansolis