Comments on: Anti-Pattern: Anthropomorphism http://www.solidstateux.com/interaction-design/anti-pattern-anthropomorphism/ The art and science of interaction design. Sun, 05 Sep 2010 06:46:11 +0000 http://wordpress.org/?v=2.9 hourly 1 By: Lawrence Lipkin http://www.solidstateux.com/interaction-design/anti-pattern-anthropomorphism/comment-page-1/#comment-17 Lawrence Lipkin Thu, 30 Jul 2009 14:46:18 +0000 http://www.solidstateux.com/?p=385#comment-17 There is a fortune to be made for anyone who can figure out exactly where adding 'empathy' to 'business rules' improves a service experience without crossing into the uncanny valley. Companies with offline channels spend a lot of effort tuning their service interaction model with training, scripts, etc. At the end of the day delivered by people, to other people. The trick for Anna is knowing when she's failing and handing off the interaction to someone smarter than herself. For most tech companies - any warmth they can generate would be a plus. There is a fortune to be made for anyone who can figure out exactly where adding ‘empathy’ to ‘business rules’ improves a service experience without crossing into the uncanny valley.

Companies with offline channels spend a lot of effort tuning their service interaction model with training, scripts, etc. At the end of the day delivered by people, to other people.

The trick for Anna is knowing when she’s failing and handing off the interaction to someone smarter than herself.

For most tech companies – any warmth they can generate would be a plus.

]]> By: Kelli http://www.solidstateux.com/interaction-design/anti-pattern-anthropomorphism/comment-page-1/#comment-16 Kelli Thu, 30 Jul 2009 12:59:50 +0000 http://www.solidstateux.com/?p=385#comment-16 This post couldn't have better timing. I was just thinking of this and how aggravating it is. When a machine can't think like a human (and can be argued, never should), it's frustrating to imply that it can help like one. It's almost belittling. Nothing frustrates me more than phone systems where you speak your request. I want to see the user study results from that! This post couldn’t have better timing. I was just thinking of this and how aggravating it is. When a machine can’t think like a human (and can be argued, never should), it’s frustrating to imply that it can help like one. It’s almost belittling. Nothing frustrates me more than phone systems where you speak your request. I want to see the user study results from that!

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