The Frictionless Experience
I was reading an article, “What Smart Companies Know About Integrating AI: Talent and Data are Just As Important as Technology,”this week in Harvard Business Review last night related to artificial intelligence (AI). It was interesting to contemplate the idea of a “frictionless experience.” Having a frictionless experience means having a smooth and seamless interaction or process without any obstacles or difficulties. This is the customer experience (CX) at its best. We as consumers expect the same level of service, understanding of our needs, and prompt resolution of our issues across all channels. If we are to take a customer-centric approach we need to be able to personalize at every touch point. I really believe this is also true when working with our students and families in our schools. This relates to all the various aspects, such as customer/student services, user interface design, or even personal experiences. It means that everything flows effortlessly and efficiently, making it easy and enjoyable for every person involved.
AI can also analyze user data to personalize interactions and tailor recommendations, making the experience more relevant and personalized. Additionally, AI can automate repetitive tasks and streamline processes, saving time and reducing the chance of errors. One of the big points of the article was that AI does not replace people, but better informs the people who will be doing the inventing, creating, and innovating. It is about the talent using the data.
I also think about how AI-powered chatbots could be used to tutor and help students. Chatbots can provide personalized learning experiences by assessing the student’s needs and adapting the content accordingly. Not to mention the big support to students, this could be of huge help to teachers by providing both a time-savings and important data. The Chatbots could answer questions, provide explanations, and offer additional resources to support the student’s learning journey. Notice I am suggesting giving additional support – not replacing teachers or existing support. Those same Chatbots can also track the student’s progress, provide feedback, and suggest areas for improvement. With their availability 24/7, chatbots can provide continuous support and enhance the learning experience for students. Wouldn’t it then be amazing to get that report of what questions were being asked and what I, as the teacher, needed to go back and provide more learning on. This could be incredible for a frictionless student experience.
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