Explore how thoughtful UX design helps build trust in generative AI tools like AI agents and Einstein Service Replies. See how small changes can make a big difference.
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UX That Builds Trust in an AI-Powered Future
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, Senior Technology Analyst, Salesforce CoE, Southwest Airlines
, Customer Experience Consultant, Slalom
Role: Sales
Product: Einstein
Topic: Agentic AI
Session Level: Intermediate
Session Type: Theater
Session Summary: The session 'UX that builds trust in an AI-powered future' emphasized how UX design is essential for fostering trust in AI solutions, which is crucial for adoption and scalability. Key principles such as simplicity, clarity, and purpose were underscored to ensure AI tools seamlessly integrate into workflows, enhance user confidence, and deliver value. Real-world examples, such as the redesign of a contact center experience using Salesforce's Customer 360, Einstein for Service, and Agentforce, demonstrated how AI can streamline operations, improve data quality, and enhance customer interactions. Attendees were encouraged to adopt UX practices like user research, journey mapping, and prototyping, while fostering openness, informing users with clarity, and utilizing feedback loops to ensure successful implementation and adoption of AI-powered tools.
Key Takeaways:
• Skipping UX design leads to reduced adoption, increased costs, and missed opportunities, while designing with simplicity, clarity, and purpose ensures AI tools serve people effectively.
• Salesforce's Einstein for Service and Agentforce were highlighted as tools that simplify workflows, automate repetitive tasks, and empower agents to focus on human-centric customer interactions.
• Adopting UX-driven strategies, such as user research, experience mapping, and fostering openness, creates trust in AI systems and ensures seamless integration into user workflows.
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