ARTIFICIAL INTELLIGENCE

Do customers perceive AI-written communications as less authentic?

By our African Marketing Confederation News Team | 2024

Study finds people are particularly outraged when emotional marketing communications are written by artificial intelligence.

From Nike and Google to Coca-Cola and McDonald’s, major brands are incorporating artificial intelligence (AI) into their advertising campaigns. But how do consumers feel about robots generating emotionally charged marketing content?

Photo by Google DeepMind from Pexels

That’s the question a New York Institute of Technology professor raises in a new Journal of Business Research study. 

 

“AI is a new territory for brand marketers, but what we do know is that consumers highly value authentic interactions with brands,” says the study’s lead author, Colleen Kirk. She is Professor of Marketing and Management at the institute.  

 

“Although more companies are now using AI-generated content to strengthen brand engagement and attachment, no study has explored how consumers view the authenticity of textual content that was created by a robot,” Kirk says. 

 

Testing reaction to emotional messages written by AI 

 

Kirk and her study co-author, Dr Julian Givi of West Virginia University, completed various experiments to see how consumers react when emotional messages are written by AI. They hypothesised that consumers would view emotionally charged AI-generated content less favourably, impacting their perception of the brand and desire to interact with it. 

 

In one scenario, participants imagined receiving a heartfelt message from a fitness salesperson who helped them buy a new set of weights.  

 

The message stated that he was inspired by the consumer’s purchase, with some participants believing that it was AI-generated and others believing that the salesman drafted it himself (control group).  

 

While the members of the control group responded favourably, those in the AI group felt that the note violated their moral principles. 

 

As a result, they were also unlikely to recommend the store to others and more likely to switch brands when making future purchases. Many even gave the store poor ratings on a simulated reviews site. 

 

Other scenarios also revealed key findings in support of the researchers’ hypothesis: 

 

  • AI-generated factual communications (vs. emotional communications) were less likely to elicit moral disgust, reduce positive word of mouth, and diminish brand loyalty among consumers. 

 

  • AI-generated messages in which the robot had self-autonomy (for example, an AI-generated memo signed by ‘The Summit Apparel AI Chatbot’) were viewed more favourably than AI-generated messages signed by a company representative. 

 

  • When participants believed that most emotional marketing communications were written by AI, they expressed disgust. The reverse was true when they believed most communications were written by a human. Therefore, brands may benefit from promoting the human origins of their products and communications. 

 

  • Messages simply edited, but not written, by AI were less penalised for authenticity. 

 

In short, the findings suggest that companies must carefully consider whether, and how, to disclose AI-authored communications, always prioritising authenticity in their interactions with consumers.  

 

As governments seek to increasingly regulate AI disclosure, making consumers more aware of how brands craft their messages, Kirk says marketers will want to pay close attention to the study’s findings.

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    Dr Kin Kariisa

    Group CEO - Next Media

    Dr. Kin Kariisa is an extraordinary force at the helm of Next Media Services, a conglomerate encompassing NBS TV, Nile Post, Sanyuka TV, Next Radio, Salam TV, Next Communication, Next Productions, and an array of other influential enterprises. His dynamic role as Chief Executive Officer exemplifies his unwavering commitment to shaping media, business, and community landscapes.
    With an esteemed academic journey, Dr. Kariisa’s accolades include an Honorary PhD in exemplary community service from the United Graduate College inTexas, an MBA from United States International University in Nairobi, Kenya, a Master’s degree in Computer Engineering from Huazong University in China, and a Bachelor’s degree in Statistics from Makerere University.
    Dr. Kariisa pursued PhD research in Computer Security and Identity Management at Security of Systems Group, Radboud University in Nijmegen, Netherlands. As a dynamic educator, he has shared his expertise as a lecturer of e-Government and Information Security at both Makerere University and Radboud University.

    Dr Kin did his PhD research in Computer Security and Identity Management at Security of Systems Group, Radbond University in Nigmegen, Netherlands. He previously served as a lecturer of e-Government and Information Security at Makerere University in Kampala, Uganda and Radbond University in Netherlands.

    Dr Kin did his postgraduate courses in Strategic Business Management, Strategic Leadership Communication and Strategies for Leading Successful Change Initiatives at Harvard University, Boston USA.

    • Other current and previous roles played by Dr Kin Kariisa:
    • Lecturer of e-Government and Information Security to graduate students at Makerere University, Kampala and Radbond University in the Netherlands
    • Director of Eco Bank Uganda Limited, one of the largest banks in Africa
    • Chairman of the National Association of Broadcasters, an umbrella industry association for all Television, Radio and online broadcasters in Uganda.
    • Chairman of Board of Directors of Nile Hotel International, that owns the leading hotel in Uganda, Kampala Serena Hotel.
    • Chairman of Board of Directors of Soliton Telmec Uganda, the leading telecom company in Optic fibre business managing over 80% of optic fibre in Uganda.