How AI is creating more personalized user experiences
Thanks to advances in speech recognition and artificial intelligence technology, speaking to our smart devices has become second nature. Whether it's ordering an Uber, using an Amazon Echo or asking Google for directions to the nearest post office, the interactions we have with our devices have become increasingly human, highlighting the increasingly personal role gadgets play in our daily lives.
The level of personalization provided by today's gadgets is already impressive, and it's only the beginning. Soon, your 'recommended movies' queue on Netflix might not be based on your viewing history, but rather on how you're feeling, and your morning commute playlist might populate by how well you slept at night. We partnered with Toyota Concept-i to explore how AI will unlock the next frontier of truly personalized experiences.
Beyond words
Although speech recognition and touchscreens have simplified the way we interact with our devices, these methods still rely on deliberate user input, which remains a stubborn barrier in getting our devices to do what we want without constantly tapping on the screen or issuing a voice command. And anyone who's dealt with the frustration of hearing a virtual assistant say, "I'm sorry, I didn't get that," knows that these technologies, that are meant to make things easier, often end up having the opposite effect.
While we may not realize it, the richness of human communication isn't limited just to words: A furrowed brow, a leisurely gait or a sharp tone of voice can carry just as much meaning, if not more than words themselves, to reflect our inner state of mind. To better anticipate user needs, scores of companies are investing heavily in training their AI models to recognize emotions and other nonverbal cues.
The Toyota Concept-i, for example, is designed with an advanced AI called Yui that takes the driver's emotional state into account, then makes recommendations and adjusts the driving experience accordingly. For instance, if Yui senses that the driver is stressed, it can make the trip more relaxing by suggesting a scenic route and playing calming music. What's more, since the Concept-i is built to learn from the user habits and preferences, it can even make restaurant recommendations based on how the driver is feeling on that given day.
Emotion recognition in AI technology will continue to play a significant role in AI advances in the coming years as tech companies move away from the one-size-fits-all model to a one-size-can-adapt-to-all model for designing their products and services. In the future, it's not hard to imagine an AI system that can measure both nonverbal cues and biometrics to adjust anything from the temperature of your morning shower to your breakfast menu.
Everyone to the front of the line
Where emotion recognition technology allows AI to anticipate user needs and desires, this technology is still a few years away from becoming a reality. That's why, today, the primary focus for AI technology is to help make user interaction as easy as possible, which is the first step toward creating highly personalized experiences.
Case in point: Last December, Starbuck's unveiled a virtual barista app that takes highly complex orders via voice (i.e. triple venti half-sweet non-fat caramel macchiato), and eliminates the hassle of waiting in line or human error ("how many shots of espresso was that again?").
Starbucks isn't the only company reaping the customer experience benefits of AI. Domino's is working on technology that allows pick-up orders to be ready right as the customer walks into the store. Taco Bell has plans to launch a service called Tacobot that lets taco lovers order highly customized tacos through Slack. And, Expedia has chatbot services on both Facebook Messenger and Skype to expedite the booking of travel arrangements that include multi-city trips and several hotels.
Regardless of industry, companies are investing heavily into AI to make sure their customers' experiences are tailored to fit individual moods and tastes. Mundane problems, like phone calls to customer support or receiving the wrong food order, will soon be a thing of the past, and the time saved can be spent on more meaningful endeavors, boosting both productivity and happiness.
There is enormous potential for AI technology to enrich customer experiences by improving the accuracy, speed and ease of interaction. Check out Toyota's Concept-i to learn more about how AI is pushing the boundaries of driving to the next level.
