– The growing frequency of interactions with AI and automated technologies necessitates an understanding of how these interactions influence individuals' self-perception.
– People's feelings about themselves in relation to AI affect several crucial business aspects, such as sales, customer loyalty, employee satisfaction, and work performance.
– Psychological responses to AI and automated technologies have been studied extensively, particularly in service and business-process design, product design, and communication.
– The emotional impact of AI interactions is an unexplored area with critical implications for business success.
– People tend to react differently to decisions and feedback from AI compared to those made by humans.
– Positive news from AI-driven decisions is better received when delivered by humans, while negative news has a similar impact from both AI and human sources.
– When integrating AI into services and business processes, maintaining active human involvement in evaluations and decision-making enhances positive reactions.
– Understanding identity-based consumption is crucial, as people may resist automation if it threatens their sense of identity.
– Symbolic products, which convey intangible aspects of identity, often retain more value when produced by humans.
– Communication strategies should humanize AI interfaces to minimize negative reactions, particularly in evaluation and decision-making processes.
– Framing AI as complementing human skills and identity can lead to more positive attitudes among identity-motivated consumers.
– Companies need to consider the psychological impact of AI and automation on individuals' self-perception, and well-thought-out communication strategies are essential.
– Balancing the benefits of automation with potential risks to employee commitment and customer satisfaction is crucial when considering AI and automation implementation.