- People behave more unethically toward AI customer-service agents than human workers, according to new research.
- Consumers feel less social pressure and fear of judgment when interacting with AI systems.
- Dishonest behavior decreases when AI agents appear more competent or use simulated eye contact.
Consumers are significantly more willing to lie to AI chatbots than human representatives, according to a recent study published in the Journal of Business Research. Researchers from Sun Yat-sen University identified this as due to reduced “anticipatory face loss,” the discomfort from expecting social disapproval.
Participants lied more often, exploited pricing errors, and falsely claimed discounts with AI agents. Consequently, they felt less embarrassment because AI was viewed as less socially aware and judgmental.
The study found unethical behavior decreased when AI displayed greater competence or eye contact cues. Meanwhile, a separate study noted consumers respond favorably to robots with moderate human features.
This research arrives as Gartner predicts AI could resolve 80% of customer-service issues by 2029, according to reports. However, highly realistic robots can trigger the discomfort known as the “uncanny valley.”
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