When a Demo is Not Really a Demo

Have you seen this demo of Googe Customer Engagement with AI?

Are these AI demos impressive? Yes.

Are they realistic? No.

Why? Simple: the guy interacting with the system is NOT a user! How do I know? Because a user wouldn't have a scenario in mind to follow a flow so smoothly.

Example: when the AI says "I've sent you a video request." Do you think the user immediately understands what video request means and what he/she should do? Or when it asks "Is there anything else I can do for you?" How does the user know what it can do to cleverly come up with landscaping services?!

So, take these kinds of demos as what they are: shiny tech ads. Real-life UX is way more complicated and bumpy than these!