Does the rise of low-code/no-code help or hinder human interaction?
The way we interact is changing quickly. Technology is taking over the way we communicate since the introduction of AI.
David Byrne, the lead singer of Talking Heads, has a unique view that less human interaction may be better...in some cases. In an MIT Technology Review article, Byrne shared his view "Human interaction is often perceived, from an engineer’s mindset, as complicated, inefficient, noisy, and slow. Part of making something “frictionless” is getting the human part out of the way." (source)
Where points of friction exist, when it comes to business, productivity, and processes, it’s the human interactions that give us the data we need to create solutions for issues that arise and problems that can't be solved by an algorithm.
Interactions with customers and clients help build the foundation of business, and without customers, a business would cease to exist.
These days, the times a real person answers the phone for a company are few and far between. Choosing the right prompt is important to "get you to the right person." Waiting on hold is a reality.
AI is here, and working its way into our lives. Siri, Alexa, Allo
AI is giving us directions, finding recipes for new dinner ideas, and playing our favorite mood-boosting songs.
We have automated checkout. We have online ordering and home delivery. We use apps to hire cars to pick us up and drop us off.
“I’m not saying that many of these tools, apps, and other technologies are not hugely convenient. But in a sense, they run counter to who we are as human beings.” David Byrne MIT Technology Review (Source)
Though listening to Burning Down The House on your favorite music app doesn't need much human interaction, we need more than talking heads and AI voices when it comes to business productivity and growth.
But, how is it working into business?
Sure AI technology can cut down on time-consuming, routine tasks that bog down employees and sap their productivity, but at what cost?
While customer service plays an enormous role in satisfaction and customer loyalty, how many times are customers lost when having to make that dreaded call to fix a problem? Prompt after prompt and not a single human voice to be heard.
“10 years after Apple’s App Store launched, 10 million+ apps have been developed and launched across platforms including iOS, Android and Windows. Despite this growing number, the average employee (at an enterprise with 1,000+ employees) has access to less than one app (including native, hybrid and web apps) that they use on a weekly basis that goes beyond e-mail and file sharing provided by their employer. Simply put, businesses are way behind the consumer space when it comes to leveraging apps for productivity. As a result, they are missing out on a huge opportunity.” (Source)
"Machine learning is getting a lot of focus because there are huge possible cost benefits in having programs intuitively finding solutions to things. These are actually problems that human intelligence is very poor at, because we tend to get distracted, overloaded, and are poor at multitasking." (source)
Chatbots have come into the online world as a way to "connect" with online customers. And, they can be helpful when it comes to common requests and simple information retrieval.
Are chatbots annoying? Yes in some cases they are. According to İlker Köksal, the CEO of BotAnalytics
“About 40 percent of [chatbot] users never get past the first text, and another 25 percent drop off after the second message”. (Source)
As technology improves, chatbots provide a practical, identifiable service that builds upon customer expectations. They can provide 24/7 customer interactions at a much lower cost than hiring humans to field the calls.
And there is room for improvement.
Low-code/no-code and the human experience
People feel that technology puts a strain on existing jobs. That human jobs are replaced by AI. While this may be true in some cases, people will be able to adapt to new jobs and will be able to focus on the specific tasks that need the human experience.
Bad experiences drive customers away, and there's not a lot of time to get it right.
32% of all customers would stop doing business with a brand they loved after one bad experience.
59% will walk away after several bad experiences. (Source)
When Low-code/no-code and AI are joined together wisely, intuitively and responsibly, businesses can create a more agile and leaner organization that still fulfills the HX (human experience).
Coactive understand that CIOs and decision makers need to look at the critical business points where human interaction adds value.
There are many apps that can be created with low-code/no-code platforms like Coactive’s that enhance efficiency and throughput, free up human workers to do more creative and interpersonal tasks, and increase automation processes.
While good experiences come at a premium when customers feel appreciated it's the company that reaps the benefits. Customer retention and loyalty increases with positive customer service experiences – something that is at the heart of Coactive’s DNA.
Solutions that are ahead of the curve
The exceptions to the rules...the outliers...the ways to stay human.
In each of these industries, there are many points a business can use low-code/no-code applications to better a customer's experience.
For SMBs with limited human resources, low-code/no-code apps can help manage orders and long lines while allowing employees to interact with customers directly.
Coffee. Apps like Starbucks and Dunkin Donuts make it easy to avoid long lines, which in and of itself is a positive customer experience. You still get your coffee handed to you by one of the smiling baristas.
Larger companies and enterprises use AI applications to enhance human experience both digitally and face-to-face.
Airline tickets. Apps make it easy to check-in, get your seat assignment and even bypass long general security lines.
KLM Dutch Airlines: KLM Dutch Airlines uses AI for social media management. It adds automated answers to general questions from customers without the need for an intervention of a human service agent. Over 50 percent of its 130,000 social media mentions are handled with 95-percent accuracy. The AI system learns from the service agent's actions and gets smarter over time. (Source)
Online retailers. Making ordering and shipping easy means customers come back for more.
eBay: eBay acquired Expertmaker for its AI platform for optimization and automation. It expects to apply the technology across its platform, to improve shipping and delivery times, pricing, and improve customer trust. (Source)
The intersection between AI and human experience is a fragile line that needs a balance between the two. While low-code/no-code platforms have a place in business for growth and productivity, as well as efficiency in systems and processes, it's not at a cost of HX (human experience.)
When used together in a balanced way an organization can reap the efficiencies and cost savings, while the brand maintains the core values of the human experience that customers have come to expect with the organization.