Fragmentation in artificial intelligence hinders consumer engagement, finds Strategy Analytics

Without Seamless Integration between AI Platforms, User Experience Will Remain Less Than Compelling

Boston, MA – May 10, 2017 – A recent study from the User Experience Strategies (UXS) service at Strategy Analytics, “ UXS Technology Planning Report: Artificial Intelligence ”, investigating the needs, behaviors and expectations of future AI consumers, has found that fragmentation causes inconsistent user experiences; not all features and functions are the same across all AI devices and platforms, and not all AI devices and platforms have the ability to ‘speak’ to each other.

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Artificial Intelligence has the potential to become the operating system of a consumer’s life, running quietly in the background helping to make a user’s life more convenient, personalized, and enriched. But to ensure seamless integration, all systems within one ecosystem must be able to communicate with each other, regardless of brand. Key findings include:

  • Command language and scope of supported features differs widely across AI platforms. If one of the most compelling features of AI is to minimize user input, learning the differing abilities and command languages of many AI devices is at the very least time consuming, and mostly inefficient.
  • If left to choose which app, service or device the user thinks is most appropriate to complete a task, AI is not being used in the most effective way or to its full potential.
  • Based on a request, a system must be able to distinguish which source will best complete the task; and this means that all devices within an ecosystem must be able to talk to each other.

Christopher Dodge, Associate Director and report author commented,

“Fragmentation results in users having to devote extensive time to manage different devices and profiles. Consumers are frustrated by trying to remember which tasks a phone assistant can do versus an in-home assistant, versus voice recognition capabilities in a car; and all require different command language.”

Chris Schreiner , Director of Syndicated Research, UXIP added,

“Consumers want the same level of intelligence to be imbedded in all the devices they are using. This way, AI could function much faster; and if the internet is down or slows, usage is not impacted.”

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