Service Design in the Age of Chatbots and Generative AI: Striking the Balance - with Pontus Wärnestål

In this episode, we delve into service design, chatbots, and generative AI with Pontus Wärnestål, an expert in human-computer interaction and the author of "Designing with AI." We explore the challenges and opportunities of designing systems for the modern age, focusing on the shift from file-based structures to search and tag-based systems. Pontus highlights the importance of user research in creating effective, human-centered designs.

We also discuss the concept of "Explainable AI" (XAI), and how it can help bridge the gap between complex AI systems and non-technical users. Pontus explains the limitations of popular AI models like GPT and emphasizes the need for better communication around the truth value of AI-generated information.

The conversation looks at the ethical implications of using AI in various fields, from self-driving cars to politics. Pontus stresses the importance of human expertise and leadership, warning against the overreliance on AI-generated content. The episode highlights the powerful potential of a human-AI collaboration, where combining both entities leads to more informed decisions and better outcomes.

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