The AI Experience Framework

Are your AI features genuinely improving your customers' experience? 

In recent years, many businesses have rushed to include AI features in their services in a bid to make experiences faster, more useful and more personal for their customers. 

But the reality is that adding an AI feature doesn’t automatically improve your customer experience.  

We often see low-quality answers, poorly explained recommendations and assistants misunderstanding simple requests and clunky automation. The effect on your customer? Frustration and an erosion of trust. 

That's why we created the AI Experience Framework (AI^exp.)   

Based on our 20 years of experience helping businesses better understand and serve their customers, we've identified five pillars that we believe matter most when it comes to a positive customer experience, audited 20 of the top performing apps across entertainment, gaming and technology against them and bolstered our findings with deep qualitative research.  

The result is a framework based on the things that truly matter to your customers.   

AI^exp scores AI-enabled products and experiences across five areas:  

• Transparency: Does the app say what the AI did, and on what basis? 

• Personalisation: Do they know why it decided something for them? 

• Competence: Does the feature do what its interface promises? 

• Consistency: Does it behave predictably, including when it isn't sure? 

• Agency & Control: Can users review, overrule and undo what the AI does? 

 Each pillar is assessed across four levels of effectiveness: Basic, Developing, Advanced and Leading. This framework will show how AI experiences can build from offering little explanation or control to being trusted customer tools. A practical, actionable framework to improve your customer experience. 

 If you’re shaping an existing AI proposition, need to benchmark existing CX or just need to obtain a clear view and understanding of ‘what good looks like’, register for early-access to AI^exp today.