FINAL WORD
Humanising Technology : The human element of AI-software development
John Yang , Vice President , Asia Pacific and Japan , Progress , says the proliferation of digital experiences and the rise of AI shouldn ’ t switch focus from the human side of software .
In recent years , the digital revolution shifted into high gear , accelerated by the pandemic ’ s unprecedented demands . Traditional face-to-face interactions swiftly moved to digital platforms ; a shift driven out of necessity . Schools , workplaces and social interactions quickly moved online . For example , the rise in telehealth in Australia enabled healthcare providers to offer services virtually , helping Australians access essential care during lockdowns .
The shift to digital-first interactions proved to be a mixed bag – working well for some services and less so for others .
Yet , this new era of digitisation persisted post-pandemic , raising the bar for all digital experiences .
User expectations and requirements have increased , pressing the need for more seamless , intuitive digital platforms across the board . In fact , Australian consumers display a high probability of switching brands if dissatisfied with their digital commerce experience , with recent research highlighting 53 % of Australians would be open to switching to another brand .
Putting all of these into context , digital experiences today must mimic the best of human interaction – they need to be highly personalised and feel human even when automated , consistent across all digital touchpoints , responsive and accessible .
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