People write better AI prompts and are happier with the results when they’re aware of the cost (vs seemingly unlimited usage).
AI makes customers write more and longer reviews, but negative ones are also more extreme.
Replying to social media comments using AI bots (vs not replying at all) increased future engagement by up to 43%
AI chatbots increase purchase intention when products are hard to evaluate (e.g. choose from many sizes and styles). If products are easy to evaluate, they just get in the way.
People feel less connected to creators who use AI, and engage less with their content.
Emotional messages written by AI hurt word-of-mouth by up to 24% and make people see the company as dishonest.
People are up to 47.8% more forgiving of AI’s mistakes when the AI uses self-deprecating humor (e.g. “My non-brain just froze”) vs no humor.
How to design an ecommerce AI chatbot your customers will love, using insights from our Wharton Blueprint for Effective AI Chatbots.
Optimizing your website for AI buying agents can drastically increase the likelihood they choose your product (e.g. tweaking a product title increased choice by 80 percentage points).
Research on 164m sales across 973 ecommerce websites finds that AI traffic drives more revenue per session than paid social, but less than any other channel. This gap is smaller for complex products.
People are up to 29% less willing to buy products designed by AI (e.g. a chair, a snack flavor), compared to those designed by humans.
People are up to 30% more likely to stop using a service if it’s delivered by AI or robots (vs a human) when warmth is important to satisfaction (e.g. hospitality).
