You’re both right. Some problems should be solved with better user education. And some should be solved with better UX. It’s not always clear which is which. It’s too simple to blame everything on user error, and it’s too simple to blame everything on the software.
Cell phones are full of examples. So much of this stuff is obvious now we’ve been using them for awhile, but it wasn’t obvious when they were new. “My call dropped because I went in a tunnel” is user error. “My call cut out randomly and I had to call back” is a bug. And “my call cut out because my phone battery ran out” is somewhere in the middle.
For chatbots, lots of people don’t know the rules yet. And we haven’t figured out good conventions. It’s not obvious that you can’t just continue a long conversation forever. Or that you have to (white consciously) pick which model you use if you want the best results. When my sister first tried ChatGPT, she asked it for YouTube video recommendations that would help when teaching a class. But none of the video links worked - they were all legitimate looking hallucinations.
We need better UX around this stuff. But also, people do just need to learn how to use chatbots properly. Eventually everyone learns that calls will probably drop when you go into a tunnel. It’s not one or the other. It’s both.
Cell phones are full of examples. So much of this stuff is obvious now we’ve been using them for awhile, but it wasn’t obvious when they were new. “My call dropped because I went in a tunnel” is user error. “My call cut out randomly and I had to call back” is a bug. And “my call cut out because my phone battery ran out” is somewhere in the middle.
For chatbots, lots of people don’t know the rules yet. And we haven’t figured out good conventions. It’s not obvious that you can’t just continue a long conversation forever. Or that you have to (white consciously) pick which model you use if you want the best results. When my sister first tried ChatGPT, she asked it for YouTube video recommendations that would help when teaching a class. But none of the video links worked - they were all legitimate looking hallucinations.
We need better UX around this stuff. But also, people do just need to learn how to use chatbots properly. Eventually everyone learns that calls will probably drop when you go into a tunnel. It’s not one or the other. It’s both.