Feature
User interfaces are becoming more sophisticated as technology evolves to handle more and different types of work. We've come a long way from the time when computers were glorified word processors or adding machines.
As part of the evolution, user interface (UI) design has moved on from its reliance on metaphors, like deleting files by dragging them to a trash bin (there are only so many ways to depict a trash can). This is in part because UIs have greater loads to bear as more and more advanced capabilities are introduced.
The introduction of generative AI and LLMs has pushed users to interact with their technology in new ways, which has made the menu-driven approach of yesteryear clunky. UIs now support multi-modal interactions, where our back and forth can move from text based instructions, to images, audio and video. The transition has implications for workplace training, productivity and even our definitions of employees.
‘How Can I Help You?’
Voice interfaces are potentially the most visible sign of this new human-computer interaction. Through 2029, the market for voice interfaces will grow at a CAGR of 22.6% to $69 billion, according to the Business Research Company. The firm expects advancements in natural language processing, multimodal interfaces, voice authentication and voice-enabled screens during those years.
At first derided as mistake-prone curiosities, voice interfaces have been widely adopted in both the business and consumer markets. About 82% of the 400 companies surveyed by San Francisco-based voice AI platform provider Deepgram use some kind of voice solution. More than two-thirds (67%) use it to improve employee productivity, while 45% use it to increase operational efficiency. Incorporating voice capabilities into HR-related chores like payroll and leave, employee management, claims management and performance management has helped increase employee satisfaction for about 32% of businesses, according to Capgemini.
Analysts see companies across a range of industries adopting voice interfaces. “The key challenge isn’t technological capability — the AI can already handle many tasks effectively,” Nikola Mrkšić, CEO of London-based AI chatbot company PolyAI told me. “Instead, it’s about companies building the right processes and technical infrastructure to support this transition.”
When Avatars Become Employees
While today’s AI user interfaces are weighted toward chatbots, a small number of companies believe avatars offer as much or more potential as they become faster, more secure and more knowledgeable.
In Austin, AI UI developer UneeQ launched a platform to improve employee training and service delivery through avatars that, according to the company, “feel alive.” The platform, called UneeQ 2.0, is designed to bridge the gap between traditional AI and what the company sees as a growing demand for emotionally intelligent, realistic interactions.
UneeQ combines contextual knowledge, customer data, private and public large language models, natural language processing and multilingual capabilities. Taken together, these capabilities help drive customer loyalty and operational efficiency, according to the company. In addition, its avatars can work across training, sales and customer service, and offer improved, natural-feeling interactions with technology that understands context, emotions and complex queries.
Gartner predicts that by 2028, 45% of organizations with a headcount greater than 500 employees will use “employee AI avatars” to expand the capacity of their workforce. (Those avatars are typically defined as AI-based applications that look and sound similar to real workers.)
That’s not meant to imply that people are being removed from all aspects of business operations. "Many organizations still rely on human judgment for complex scenarios, and the shift requires careful consideration when codifying these decision-making processes into automated systems," PolyAI’s Mrkšić continued.
As AI grows increasingly more complex and users expect it to take on more complex tasks, the comprehension and flexibility of UIs becomes more critical. Ultimately, the solution may lie in an interface that minimizes the use of visuals in favor of plain spoken language. That, in turn, can alleviate training and adoption — because if people can speak, they’ll be able to interact that much more easily with AI.
Conference
Sep
16
HR Tech Conference Las Vegas 2025
Register
Conference
Oct
27
Gartner HR Symposium/Xpo Orlando 2025
Register
Editor's Note: Read more about AI-human collaboration:
- How HR Leaders Bridge Human Potential and AI Innovation — Four ways HR leaders can rise up to the challenge and integrate technology and the employee experience.
- Rethink Your HR Strategy to Include AI Agents — As AI agents make their way into our workforce, HR is called to adapt its workforce strategy.
- What Early Generative AI Users Can Teach Us About Its Uses in the Workplace — With generative AI-driven technology now present in many workplaces, what can we take away from the early success stories?
