Humanized AI Is Distracting Your Customers

As AI becomes more capable, teams are rushing to make it feel more human: giving it personality, warmth, even humor. But research shows customers often don't want that.

Caleb Sponheim from Nielsen Norman Group shares real-world evidence of humanization backfiring, and practical strategies for designing AI that serves your users instead of performing for them.

You’ll walk away with:

• Real examples of when AI humanization helps and when customers actively dislike it
• How to evaluate whether your AI’s personality is serving the user’s task or getting in the way
• Practical design and technical strategies for aligning AI behavior with your brand and your users’ actual needs, even if you don’t write code