Launch an AI, don't develop an app

August 8, 2024

Why businesses will launch their own AI, instead of developing new apps.

Why?
To take it from the customer’s point of view:

“I just want to tell my phone what I need, I don’t want to download and fiddle with another app”

“I don’t need to be ‘engaged’ or ‘delighted’ by your app, I want to get sh*t done.”

People used to hate talking with chat bots. Chat bots were used by companies to deflect people from talking to real humans. But if a company considers customer support as their number 1 channel, then it can become a growth factor instead of a cost center. Then business who are more available, helpful thanks to the use of AI can build better customer relationships.

The strength of AI is to provide relevant and personal answers, instead of generic ones. Combine that with a collaborative team and provide a way for customers to reach a real human where necessary. Striking a balance between automated and human supported responses to provide enough satisfaction.

So why would customers actually want to talk with chat bots?

That can lead to customers actually preferring a chat bot:

1. Relevant, personalised answers makes me trust you more
2. Being available and helpful reassures me I can reach you at any time
3. I know my request will be handled by a real human when it's important

Developing a mobile app used to be a way to get funding and launch. But it’s a painstaking process to build an app, it can destroy the momentum of a business. Building custom UX still has a place, as AI doesn't solve everything today, but you likely won't need to launch a new app for that.