AI and Human Interaction: Applying Behavioral Science to CX Tech

Generative AI promises to be the next great leap forward in artificial intelligence. But to deliver on the promise of generative AI, it’s crucial for brands to adopt an approach that puts humans at the center. And understanding how humans think and behave is at the core of it all. Behavioral science—the discipline of understanding human decision-making—can help you transform experiences across AI and human interaction. 

Best practice behavioral science can be integrated into generative AI tools, like chatbot responses and advisor coaching tools to create personalized customer experiences. Driving desirable behaviors could deliver better business outcomes like improving average handling time (AHT), customer satisfaction, self-service adoption, and sales revenue. Generative AI can also potentially improve the productivity, quality, and scalability of the impact of behavioral science on the customer experience.