From Jon Tvrdik, WaveCX CEO
AI agents and chatbots are meant to make life easier, but as Tony Soprano once said, “Every new thing they make is supposed to make our lives easier, but it only makes them more complicated.”
It’s hard to argue with “Tone” when only a gasp-inducing 1% of customers prefer chatbots over human support, according to RFI Global.
Chatbots just aren’t cutting it, no matter how well-intended they are by the best fintech partners and the most anxious FI product folks. They’re designed to provide efficiency and 24/7 availability, and while that seems reasonable on its face, they’re more often than not frustrating the hell out of customers.
Even the most responsive robots, like Bank of America’s Erica, showcase potential but still fail to fully align with user expectations for flexibility, control, and speed.
All of this is to say that chatbots are just… fine. They’re a well-meaning step on the path toward something better.
Our Assertion: Moving Toward Post-Prescriptive Navigation Design
The hard truth at the center of this debate is that people don’t want to chat with computers.
Period.
Humanity is quick to reject anthropomorphized technology that doesn’t feel human. Think of the rushed CGI in Marvel films or the uncanny valley of the poorly animated 2004 Tom Hanks vehicle The Polar Express. If something looks human, acts human, but doesn’t feel human, we’re programmed to reject it. (There are fascinating think pieces on why this is part of our DNA if you want to go down the rabbit hole.)
More to the point, take that conceit to the concept of chatting. A back-and-forth exchange feels natural when it’s with a person, but quickly becomes frustrating when we know it’s a computer. How many times have you typed or yelled, “I just want to talk to someone!”
“What about CHAT-GPT, IT’S IN THE NAME?!”
Sure, but that’s a one-way transaction where we dump requests and happily wait for the magic of language-copying to create content out of nothing. We wait to see the rabbit come out of the hat. If there’s no rabbit, and it’s just a hat, we’re out.
Alternatively, we’re completely fine with commanding a computer to find something or execute a task for us. Because it aligns with our perceived role of computers in our lives—receptacles for delegating our executive-level commands.
This subtle but critical distinction is the foundation of post-prescriptive design, what we at WaveCX believe is the next wave of CX. (Yes, pun intended, friend.)
A Post-Prescriptive Navigation Paradigm
UX research shows customers will no longer tolerate rigid menus, endless clicks, or tools that fail to deliver. They want interfaces that are smarter, faster, and more intuitive.
In other words, they want to delegate. Essentially, the modern customer expects to execute executive-level commands across direct-reporting apps that just get things done.
WaveCX’s Curator embodies this shift, offering a system that merges search and action into a unified, intuitive experience. Inspired by tools like Apple’s Spotlight Search, Curator enables one input field for everything. Synthesized answers, deep links, personal data searches, and task execution—all in one place.
Curator redefines self-service by focusing on empowerment, not conversation.
Consider These Scenarios
- “How do I increase my credit limit?” Instead of linking to an article, Curator summarizes the process, guides the user to account settings, and provides step-by-step instructions—or executes the change if permissions allow.
- “Transfer $500 to my savings account.” The command is executed directly, with instant confirmation.
- “Show my last five transactions.” Curator retrieves the data without requiring users to navigate through account history manually.
- “Where the hell do I change my damn password?” Voila.
The Future of Banking: Smarter for Customers, Smarter for Business
Financial institutions that embrace post-prescriptive navigation will set the pace for the industry. Moving beyond traditional chatbots and static menus isn’t just a design trend—it’s a necessity for staying competitive.
At WaveCX, we’re not here to fight chatbots. Some of our best friends are chatbots (or chatbot-curious). But we see a future where search and action come together in ways that leapfrog traditional information architecture and static interactions.
Smarter Experiences, Smarter Business
Post-prescriptive navigation gives users the confidence to act quickly and effectively. By blending search and action into a seamless experience, WaveCX is setting a new standard for digital banking.
Banks that embrace this evolution will earn trust, boost engagement, and outperform the competition. The future belongs to tools that help customers get things done—on their terms.