Designing AI agent interactions in CRM systems: Insights into user interface and experience design

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Journal ISSN

Volume Title

School of Science | Master's thesis

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Date

2025-06-24

Department

Major/Subject

Human-Computer Interaction and Design

Mcode

Degree programme

Master's Programme in ICT Innovation

Language

en

Pages

67

Series

Abstract

AI agents, like chatbots and virtual assistants, are becoming important interfaces for customer service interaction. This thesis discusses the integration of AI Agents, especially chatbots, with the customer relationship management system in the telecom industry, with a focus on the design of the user interface and user experience in this case. The main goal is to enhance user satisfaction and engagement by addressing key challenges in human-computer interaction. This thesis studies how to effectively design AI agents to initiate interactions, manage human-machine switching thresholds, and factors that maintain user trust and influence user expectations. Through the mixed research method, combining qualitative and quantitative methods, including user research methods such as semi-structured interviews, surveys, and personas, as well as prototyping and usability testing, this thesis emphasizes the importance of balancing AI intervention methods to ensure that AI agents are both useful and non-invasive. The main research results show that in telecom CRM systems scenario, building user trust and improving task efficiency can be achieved by following three core design principles: designing for enhancement rather than substitution, prioritizing control and transparency rather than excessive personification, and ensuring that active AI serves users rather than disturbers them.

Description

Supervisor

Nieminen, Marko

Keywords

customer relationship management, user interface design, user experience design, telecom industry, AI agent, chat bots

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Citation

Permanent link to this item

https://urn.fi/URN:NBN:fi:aalto-202508196403

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[dipl] Perustieteiden korkeakoulu / SCI