#218 Designing AI Applications with Robb Wilson, Co-Founder & CEO at Onereach.ai

51 snips

Jun 24, 2024

In this engaging discussion, Robb Wilson, Co-founder and CEO of OneReach.ai, dives into the evolving landscape of AI and conversational interfaces. He highlights the pitfalls of overlaying chatbots onto existing software. Robb explores balancing human interaction with automation, illuminating the vital role of tone in chatbots. He addresses the complexities of testing AI, emphasizing real-world data for refinement. The conversation wraps up with insights on scalability and the future of job roles in an AI-driven world, advocating for a human-centric approach.

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ADVICE

Unified Chat Interface

Leverage chat interfaces as a single access point for all software, turning individual programs into skills.
Avoid creating numerous separate chat interfaces; aim for one unified interface.

INSIGHT

Language-Based Navigation

Humans rely on geospatial memory for software navigation, which is less efficient than language-based memory.
Chat interfaces, like GPS, leverage language, making software navigation easier and more efficient.

ADVICE

Gradual Automation

Implement human-in-the-loop systems and gradually automate tasks.
Avoid immediate full automation; prioritize a combined human-machine approach.

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All the hype around generative AI means that every software maker seems to be stuffing chat interfaces into their products whenever they can. For the most part, the jury is still out on whether this is a good idea or not. However, design goes deeper than just the user interface, so it’s also useful to know about how the designs interact with the rest of the software. Once you move beyond chatbots into things like agents, there are also thorny questions around which bits of your workflow should still be done by a human, and which bits can be completely automated. True insight in this context lies in a gray area, across software, UX and AI.

Robb is an AI researcher, technologist, designer, innovator, serial entrepreneur, and author. He is a contributor to Harvard Business Review and the visionary behind, OneReach.ai, the award winning conversational artificial intelligence platform that ranked highest in Gartner's Critical Capabilities Report for Enterprise Conversational AI Platforms. He earned an Academy Award nomination for technical achievement as well as over 130 innovation, design, technology, and artificial intelligence awards, with five in 2019 including AI Company of the Year and Hot AI Technology of the Year. Robb is a pioneer in the user research and technology spaces. He founded EffectiveUI, a user experience and technology research consultancy for the Fortune 500, which was acquired by WPP and integrated into the core of Ogilvy’s digital experience practice. He also created UX Magazine, one of the first and largest XD (experience design) thought leadership communities.

In the episode, Richie and Robb explore chat interfaces in software, the advantages of chat interfaces over other methods of interaction with data & AI products, geospatial vs language memory, good vs bad chat interfaces, the importance of a human in the loop, personality in chatbots, handling hallucinations and bad responses, scaling chatbots, agents vs chatbots, ethical considerations for AI and chatbots and much more.

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