The Learners Podcast Enterprise UXR: AI - Jessa Anderson and Hayley Mortin - Generative AI and UX Research in the Enterprise
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Oct 3, 2024 Jessa Anderson and Hayley Mortin from ServiceNow delve into the intersection of generative AI and UX research in enterprise contexts. Jessa highlights the importance of user-centered design and ethical considerations in developing AI tools. Hayley provides insights into the challenges AI poses for customer service agents, emphasizing the necessity of transparency and user control. They discuss how to navigate the complexities of integrating AI while ensuring user trust and addressing data security concerns, all while advocating for effective, human-centered solutions.
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Generative AI vs Traditional AI
- Generative AI differs from traditional AI by creating new content rather than just recognizing patterns.
- It generates realistic content across various modalities influenced by its training data.
Trust and Value are Core
- Generative AI must deliver both trust and value to organizations and users.
- The AI solution has to solve real problems to be adopted and effective.
Key AI Risks Impact Trust
- Generative AI in enterprise must address data security, data bias, and inaccurate outputs.
- These risks impact trust, which is crucial for user adoption and value.