Generative AI, popularizing the use of AI, will undoubtedly shape new frontiers.
While this could bring greater services to humankind, it can also confine each individual within the narrow limits of their own perspective, creating a 'brain synchrony effect' between humans and machines that may restrict our ability to explore, expand beyond our blind spots, and be willing to try and discover. What impact will Generative AI have on customer and consumer behavior, thus human behavior moving forward?
Renée has been advocating for delivering a non-frictionless customer experience rather than viewing friction as entirely negative and something to be eradicated. You've referred to it as the 'Frictionless Fever'. When it comes to AI, there are frictions caused by bias that some would also like to eradicate. Let’s call it the 'Bias Fever'. In the context of the AI 'Bias Fever', how can incorporating certain biases as a form of friction in AI use improve trust and reduce the harm that may arise from bias?
Using AI in a way that is human-centered as opposed to exploitative is and will be a critical stake to foster positive impact in society. The promise of AI is tremendous and if we aim to be truly human-centric, its extensive dissemination and integration into society requires guardrails.
In aiming for a truly human-centric AI, what strategies for systematically eliminating bad friction without compromising the benefits of good friction, and possibly even enhancing the positive outcomes of AI that arise from good friction?
Considering the potential impact of both good and bad friction in AI on the environment and society, what should leaders incorporate into their AI strategy to balance these effects?