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Cognitive Solutions in the Enterprise: A Case Study of UX Benefits and Challenges

  • Jon G. TempleEmail author
  • Brenda J. Burkhart
  • Ed T. McFadden
  • Claude J. Elie
  • Felix Portnoy
Conference paper
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 965)

Abstract

The consumer market has witnessed a proliferation of cognitive solutions. This increase in consumer expectations for AI technology has led enterprise IT leaders to develop cognitive solutions to improve employee productivity, enhance marketing and sales insights, and make better data-driven decisions. As UX designers supporting the enterprise, we have been gaining experience working with cognitive solutions in multiple contexts, from sentiment analysis of people and news for sellers, cognitively-enhanced conflict resolution of conference calls, capability analysis of team performance, to various chatbots. We will discuss several different cognitive solutions that have been created for the enterprise and provide some recommendations and best practices.

Keywords

Cognitive solution Chatbot User experience 

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Copyright information

© Springer Nature Switzerland AG 2020

Authors and Affiliations

  • Jon G. Temple
    • 1
    Email author
  • Brenda J. Burkhart
    • 1
  • Ed T. McFadden
    • 1
  • Claude J. Elie
    • 1
  • Felix Portnoy
    • 1
  1. 1.IBMArmonkUSA

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