It's hard not to be swept up by the wave of the AI revolution. It took a while to happen, but once the important breakthroughs were made, the advancements of AI accelerated at breakneck speed. Now, technology promises to transform industries and push the boundaries of what was once thought possible. With significant government support for AI, Singapore is in a prime position to not only become a regional leader in this space but also to boost its economy with AI, potentially reaping up to S$198.3 billion by 2030.
Yet, amid the buzz of algorithms and automation, it is important to take another look at the long digital road that has been travelled, as for decades, the focus has been on humans adapting to technology and learning new interfaces and workflows. However, a subtle shift is emerging. There is a growing conversation around creating more human-centred experiences across the technology industry. Due to the growing sophistication of end users, or perhaps even the aftermath of the pandemic – where necessity forced people to experience nearly all in-person interactions through digital means – today's digital experiences are expected to emulate the finest aspects of human interaction.
The human touch in software design
In particular, software products and apps need to be highly personalised and take into account the habits and behavioural patterns of people who use them, matching their preferences, differences and even their emotions. Just as important, they need to "feel human" even when automated. They need to be responsive, accessible and consistent across all digital touchpoints.
According to Khalid Saleh, CEO and Co-Founder of consulting firm Invesp, businesses with strong omnichannel customer engagement strategies retain, on average, 89% of their customers, compared to just 33% for those with weaker strategies. In addition, Aberdeen Research found that companies with effective omnichannel customer engagement strategies achieve an average annual revenue increase of 9.5% year-over-year.
Moving forward, customer-centric content and experiences will undoubtedly become key competitive differentiators for modern businesses, while a less-than-perfect digital experience can negatively impact them.
Meeting the demands of human-centric software development presents a fascinating challenge for organisations. It fundamentally requires everyone involved in the software development process to deeply engage with the lives and perspectives of real people, comprehending their distinct needs, motivations and challenges.
How AI is revolutionising human-computer interaction
It is perhaps somewhat ironic that AI, a technology commonly viewed as devoid of the warmth of human emotion, is increasingly playing a central role in enabling these very experiences. Even in these early stages, AI's capabilities can significantly enhance human-centric software in several ways:
- Deeper customer understanding: AI can analyse vast amounts of user data to provide a comprehensive understanding of customer journeys within an organisation.
- Predictive personalisation: By identifying user preferences and conversion propensities, AI can personalise content and experiences for individual users or user segments in real-time.
- Automated segmentation: Its powerful algorithms can automatically create user segments based on shared characteristics or behaviours, streamlining the process.
- Enhanced customer service: Tasks that previously required manual effort and human interpretation of information can be automated by AI, enabling faster and more efficient customer service.
- Inclusive design: AI fosters a more inclusive experience by enabling features like real-time sign language translation or image descriptions for users with hearing or visual impairments. This is aligned with accessibility regulations worldwide and simplifies organisations' compliance.
In essence, the use of AI is paving the way for software that can anticipate people's needs and respond in a way that feels both natural and intuitive. To top it all off, in a more practical sense, AI-driven code generation can really help accelerate the development of applications, websites or platforms that are tailored to a wide range of users.
Progress made, more to come
A study commissioned by Progress highlights that organisations are indeed prioritising the development of human-centric software, with 90% of IT leaders and developers confirming that it is more crucial now than it was two years ago. Additionally, 44% of respondents indicated they are currently addressing this emerging need through tools, training and policy. However, it's interesting to note that they also agree that there's more to be done.
The software development landscape currently stands at a fascinating crossroads. The lines between human behaviour and technological capability are blurring, and digital experiences are becoming integral to daily life. Against this backdrop, software development will inevitably progress towards more human-centred approaches.
The article titled "The AI paradox: Are machines actually making software more human?" was authored by Sara Faatz, Director of the Developer Relations team at Progress
About the author
Sara Faatz is the director of the technology community relations team at Progress. She has spent the majority of her 20+ year career in the developer space, building community, producing events, creating marketing programs and more. With more than 20 years experience leading corporate and product marketing and community building for organizations that target primarily the developer audience, Sara has a proven track record of conceptualizing and orchestrating campaigns that evolve the brand and positively impact the company's image and revenue. Over the years, she has run marketing departments (both large and small), built community programs from the ground up, created partner programs, and acted as a brand ambassador and spokesperson for various organizations. When she's not working, she likes diving with sharks, running, and watching hockey.
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