Nielsen Norman Group的动态

Service design has always been about orchestrating experiences between people—customers, employees, stakeholders. But with AI stepping onto the stage as an active participant, the script is changing with AI agents. AI agents, defined by Anna Gutowska, are systems or programs capable of autonomously performing tasks on behalf of a user. Imagine booking a lab test. Today, you navigate portals, phone calls, and forms. In the future? Your AI assistant—knowing your history, preferences, and needs—can handle scheduling appointments, fetching results, and even liaising with your doctor. No hold music required. ?? For organizations, AI agents aren’t just customer-facing—they’re reshaping internal operations too. From IT support to compliance monitoring, AI is stepping in to automate, optimize, and maybe even make fewer Excel errors than Greg from accounting. (Sorry, Greg.) This shift isn’t just about efficiency; it’s a fundamental rethinking of how services are designed. Instead of users performing every step, AI enables outcome-oriented design: “I need X” → AI figures out how. Interested in learning more, read the complete article by Pablo Fernandez Vallejo and Sarah Gibbons here: https://bit.ly/4jUL3fM Interested in learning how to for design AI in your organization? Check out our course: https://bit.ly/4icbqwb #AI #ServiceDesign #UserExperience #AIUX #Innovation #FutureOfWork