I had a great conversation with some entrepreneurs today. They're using AI to build something new, and it got me thinking about how we interact with technology.
We touched on an interesting point: people don't really have good associations with chat interfaces in products. Think about it - when you message a customer service bot, you're probably expecting to hear back days later, if at all. It conjures up images of talking to someone who doesn't have the info or the ability to help you. For most of us, it's just wasted time.
Now, take ChatGPT or Claude. Their interfaces are great as a playground for hobbyists to learn what this technology can do and to experiment. But as "products"? Not quite there. They try to do too many things to really solve a particular problem for a specific user profile. Great for tinkerers, but not really market-ready.
This is a case where the medium can be the message - or it can completely obfuscate it. If you have all of this empowering tech behind a UI with such negative associations, you're either going to fail or you're going to have to try and retrain a bunch of people on what's possible. Sure, you could do that, but why bother when there are better options?
It all comes down to basic product development. You've got to make sure the experience of using your product supports it from start to finish. Set positive expectations and then deliver on them.
The interface shouldn't just be an afterthought - it should enhance what your technology can do, not hide it. It's about understanding your users and creating something that resonates with them. Don't let powerful tech be overshadowed by poor design choices.
In the end, it's about turning innovative ideas into products people actually want to use. It sounds simple, but it's surprising how often it gets overlooked in the excitement of new technology. Remember: the best tech in the world doesn't mean much if people don't enjoy using it.
