Bot vs human: which will reign in consumer engagement?

Podcasts

15 Oct

“The Evolution of AI Agents and Their Applications” on the Ecosystems Show

In the dawn of ‘agentic’ AI, that is to say, autonomous bots capable of mimicking humans and independent decision-making, what will be the implications for our every lives? Perhaps an end to dreaded call centre dispute resolutions, instead replaced by bots tackling negotiations perfectly due to having instant access to undisputable contracts and policies, outmatching human agents. For e-commerce, AI assistants capable of re-ordering groceries online, exploiting the best discounts, fastest delivery, and lowest shipping costs, totally disrupting traditional e-commerce loyalty. Future AI has the potential to make daily life incredibly efficient and transform consumer engagement models in ways not yet fully realised.

Though, underscoring this advancement is the need for serious innovation in AI interfaces and user experience design, which has stagnated since the mobile app evolution. Market leaders must enable seamless interaction across data sets and applications to dominate this evolving market ahead of change.

In this episode of the Ecosystem Show, Mark Smith and Andrew Welch discuss a variety of topics ranging from personal health experiences, particularly fasting, to the evolving concept of AI agents and their implications in customer service and e-commerce. They explore the significance of user experience in AI technology, the potential impact on customer loyalty, and the future of AI in everyday life. The conversation highlights the need for innovation in AI interfaces and the transformative power of AI in consumer behaviour and business operations.

What You Will Learn:

Mark shares his experience of a seven-day water fast, emphasizing the health benefits and personal insights gained.
The concept of 'agentic' in AI, referring to systems that can act autonomously and make decisions without human intervention.
Explore the potential of AI agents to revolutionize customer service, allowing for more efficient and effective interactions with companies.
The conversation touches on the implications of AI in e-commerce, particularly how agents can optimize purchasing decisions for consumers.
Mark and Andrew highlight the stagnation in user experience design for AI technologies, comparing it to the evolution of mobile applications.
The hosts discuss the changing landscape of customer loyalty in the face of AI advancements, suggesting that traditional loyalty programs may become obsolete.
They emphasize the importance of a unified user interface for AI, allowing seamless interaction across various data sets and applications.
The conversation reflects on the future of AI in personal and business contexts, predicting significant changes in how consumers engage with brands.
Mark expresses excitement about the potential for AI to enhance everyday tasks, such as grocery shopping and household management.
The episode concludes with a discussion on the regulatory implications of AI agents and the need for accountability in their deployment.

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