How Bots Improve Customer Reactions
π¬ Delivering Bad News Smartly with AI

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How AI Impacts Customer Reactions to Bad News
When it comes to delivering bad news, who delivers the message matters more than you might think. A recent study from the University of Kentucky, University of Technology Sydney, and University of Illinois reveals that people are more accepting of bad news when it comes from a non-human AI rather than a human or human-like AI. Conversely, good news feels better when delivered by a person or a human-like AI.
Key Findings on AI and Customer Reactions
- Bad News Is Better from Bots:
In a series of experiments, participants were more likely to accept negative outcomes when delivered by a non-human AI. For example, people were 2.6 times more likely to accept higher-than-expected ticket prices when communicated by a basic bot rather than a human-like AI with a name and avatar. - Good News Feels Better from Humans:
When receiving favorable offers, like discounted prices, people respond more positively when the news comes from a real person or an AI designed to appear human. - The Power of Perception:
The reason behind this behavior is tied to how we perceive intent. We donβt assume AI bots act with personal motives, making us less upset about negative news. On the other hand, we attribute good intentions to humans, making their positive messages feel more genuine.
How to Apply This in Business
- For Bad News: Use non-human bots, avoid names or human-like images, and maintain a robotic tone.
- For Good News: Use human agents or bots with names, avatars, and friendly, conversational tones.
The Takeaway
Whether delivering price increases, delays, or special offers, adapting your communication style based on the message can lead to better customer experiences and acceptance rates.
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