Talking to customers is the most important task a startup founder or product manager does. If I could tattoo “ask the end user” on all of my employees I would.

Talking to customers is the most important task a startup founder or product manager does. If I could tattoo “ask the end user” on all of my employees I would. Giving that job to a chatbot seems disrespectful to your customers and unserious of the business. I might use it for post-processing customer interviews. It could save time by quickly putting transcripts and notes into a standardized format. A version that could be used by interviewers live would be interesting. Call it a copilot maybe? I imagine it building a mind map of the conversation and suggesting additional questions. If the model learned from all other interviews, that could be powerful. Part of the art of customer research is deriving insights. What creates excitement? Hesitation? Confusion? A lot of the best information comes from knowing when to ask “Tell me more about that?” Robotically following a script doesn’t get the same results.