In recent years, generative AI has made significant strides toward facilitating more human-like interactions. This evolution is creating new opportunities for brands and businesses to understand and engage with their users—and we’re just scratching the surface.
At the beginning of April, we gathered a panel of AI leaders from diverse backgrounds and industries for an insightful discussion titled “Emotive AI: Enhancing Customer Experiences Through Emotional Resonance.” Together, we explored how AI can create more emotionally engaging, rewarding, and retention-focused customer experiences.
Moderator: Farrah Bostic, Founder, the Difference Engine
- Alejandro Matamala-Ortiz, Co-founder and CDO at Runway
- Carly Burton, Director of GenAI Product Design at Meta
- Joe Preston, VP of Product and Design at Intuit
- Maz Karimian, Head of Strategy at ustwo
- Saira Jesani, Deputy ED at Data & Trust Alliance
Key Takeaways:
1. Dynamic Voice and Tone:
As generative AI becomes more sophisticated, brands can adapt their voice and tone to fit various contexts and individual consumer journeys. This allows for more personalized interactions instead of relying on a static, standardized approach.
2. Data Matters:
The effectiveness of generative AI relies heavily on the data it’s built upon. Choose the right third-party model or establish partnerships that align with your business values if you’re not creating your own model.
3. Establishing Best Practices:
With the growing capabilities of generative AI to create emotive experiences, it’s essential to develop best practices. This may include labeling AI-driven interactions or intentionally incorporating moments of friction in digital experiences to ensure users understand what they are engaging with.
4. Building Trust:
Trust is fundamental in any relationship. Just as it takes time for people to build trust, the same principle applies to users’ trust in AI technologies. Cultivating this trust is crucial for successful engagement.
For the full conversation, check out the video above or visit ustwo’s YouTube channel.
Change is happening rapidly, and at ustwo, we’re embracing AI’s potential through a human-first approach that prioritizes safety and responsibility.
