Designing Human-Centric AI Experiences by Unknown

Author:Unknown
Language: eng
Format: epub, pdf

Chapter 4 Building trust

Figure 4-40. Healthcare chatbot: Clearly communicate

boundaries. (left) Aim to explain what the AI can do. In this example,

the bot indicates its capabilities and boundaries. (right) Avoid open-

ended statements. In this example, saying “Ask me anything” is

misleading since users can’t ask anything they want

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Chapter 4 Building trust

Consider Your User

When crafting your AI’s personality, consider whom you are building it for

and why they would use your product. Knowing this can help you make

decisions about your AI’s brand, tone of voice, and appropriateness within

the target user’s context. Here are some recommendations:

1. Define your target audience and their preferences.

Your user persona should consider their job profiles,

backgrounds, characteristics, and goals.

2. Understand your user’s purpose and expectations

when interacting with your AI. Consider the

reason they use your AI product. For example, an

empathetic tone might be necessary if your user

uses the AI for customer service, while your AI

can take a more authoritative tone for delivering

information.

Consider Cultural Norms

When deploying an AI solution with a personality, you should consider the

social and cultural values of the community within which it operates. This

can affect the type of language your AI uses, whether to include small-talk

responses, the amount of personal space, the tone of voice, gestures, non-

verbal communications, the amount of eye contact, the speed of speech,

and other culture-specific interactions. For instance, although a “thumbs-

up” sign is commonly used to indicate approval, in some countries this

gesture can be considered an insult.83

83 Ethically Aligned Design: A Vision for Prioritizing Human Well-Being with

Autonomous and Intelligent Systems. First ed., IEEE, 2019.

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