USER EXPERIENCE IN ARTIFICIAL INTELLIGENCE (AI) SYSTEMS: trends and challenges in human-machine interaction

tendências e desafios na interação humano-máquina

Abstract

Artificial Intelligence (AI) has established itself as one of the key milestones of digital transformation, directly impacting how users interact with computer systems and redefining the user experience (UX). By promoting more personalized, automated, and intuitive interactions, AI increases process efficiency and transforms the human-machine relationship in various contexts, such as virtual assistants, recommendation systems, and intelligent service platforms. However, this technological evolution brings with it significant challenges, including the need to ensure transparency and explainability of algorithms, respect ethical and psychosocial principles, and adapt solutions to users' real needs, encompassing diversity and inclusion. The objective of this work is to investigate the main trends and challenges related to the integration of AI and human-machine interaction, with a focus on user experience. To this end, the research covers the definition and evolution of AI, theoretical models of interaction, the principles of usability and user-centered design, and the ethical and social implications that permeate the topic. This is bibliographic research, based on a critical analysis of previously published academic and scientific works. The results demonstrate that, although AI represents significant advances in creating more efficient and personalized experiences, there is still a need for greater attention to ethics, data protection, accessibility, and explainability of systems.