AI chatbots can provide 24/7 assistance at scale - a huge advantage for users seeking quick resolutions for issues or answers to specific questions. This capability can significantly boost customer satisfaction by helping users resolve problems more efficiently.
AI products can deliver highly personalized experiences, which can deepen user engagement and foster brand loyalty.
A global tech company asked us: Can AnswerLab conduct research on our new AI product before launch?
Our client was in the process of debuting new conversational AI tools and wanted to conduct user and product research before going to market. We wanted to gain insights into users’ first impressions, assess usability, and quantify engagement with the new AI product.
We answered:
Our team of expert AI user experience researchers conducted remote sessions with ~100 participants who were familiar with AI conversation tools, ranging from rare to daily use.
Our research team set out to uncover:
- What do users think of the product based on their first interaction?
- What kinds of conversations do users want to have with AI?
- What determines a high-quality AI chat?
- What are the pain points when accessing AI chats in the product?
First, participants completed multiple tasks while exploring the tool and interacting with the chatbot. We asked them to share live feedback while chatting with the AI. Afterward, they completed a survey questionnaire to provide both quantitative and qualitative feedback on their experience with the new product.
Throughout the study, we evaluated the following:
- Quality level of the chat
- Satisfaction factors
- Tone perception
- Ease and practicality of use
- Feature discoverability
- Response time and accuracy
- Confusion and pain points
- Trust and privacy concerns
Learn more about usability challenges and opportunities for accessibility needs with customer service chatbots.
Outcome:
This research not only helped to assess and validate the new AI product, but also provided direction on areas of friction, ways to improve usability, and potential impact on long-term engagement beyond the initial interest associated with using a brand-new product.
Another impact of this work was that it helped to validate some of the evolving findings about what makes for a good interaction with a custom AI chatbot.
Some of our recommendations included:
- Accessible and intuitive organization within the product platform
- Improvement opportunities for the user experience
- Transparency around the AI verification process
- And more
Chatbots can be powerful tools for creating meaningful connections with users and differentiating features, such as highly tailored assistance, recommendations, or even emotional support. Conversational AI can revolutionize user experiences but also point to areas where careful UX and product research and design are needed.
>> Dive deeper: Watch our latest webinar recording of Shaping the Future of AI: Chatbots and Conversational AI.
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