When an aha moment becomes a trust moment
Traditional products' aha moment can transition the user from step to step. At some touchpoints, the users found out that their needs are being fulfilled amazingly.
Back then, creating those breakthrough moments that hook users was one of the key parts of every product I built or rebuilt.
Lately, I found it quite challenging when developing the user experience for AI Agents. The customer journey of AI Agents is short. From the cold start to the moment of trust, the AI Agents have only one chance to show off their "skillsets." Midjourney generates artist-like artworks. ChatGPT solves problems like an expert. Sonar Pro conducts high-quality research with fact-checked citations. Unlike the traditional products that can be optimized throughout their funnel, the AI Agent experience doesn't have this standout capability. Once a user message, which is considered the beginning of the funnel, is received, the response, no matter how satisfying, is considered the end of the funnel.
And then I noticed that the answer was already there: It's the moment of trust when AI Agents amazed the users.
Or, I can say: "When an aha moment becomes a trust moment".
Traditional products' aha moment can transition the user from step to step. At some touchpoints, the users found out that their needs are being fulfilled amazingly.
AI Agents shift that needs fulfilling from a transactional to a relational "Aha...".
There are three levels of trust:
- The "Aha" of competence: The users changed their impression that the AI Agents can actually help them. The games were levelled. The weak became stronger with a useful sidekick. Once they trust, they will return.
- The "Aha" of insight: This is the moment the AI delivers unexpected, proactive value. It moves from answering questions to providing genuine insight.
- The "Aha" of companionship: There are key insights that state Maxiaocia's users trust the AI more than their family. When it comes to money, having a fellow who doesn't judge the stupid question, who patiently explains about hard stuff, and who knows all your secrets but never gossips is rare.
As AI Agent builders, the main job is shifting. The job is not only about designing features, but also initiating these moments of trust that will turn a tool into a true partner.