New research suggests consumers don’t want AI to seem human

Key findings: New research reveals that consumers prefer AI tools that acknowledge their human development rather than those that attempt to mimic human characteristics.

Current industry trends: The AI industry is increasingly developing tools with human-like characteristics, from conversational abilities to emotional responses and digital avatars.

• OpenAI’s Advanced Voice Mode in ChatGPT uses real actors’ voices to create warm, engaging interactions
• Character.ai, the second most popular generative AI application, enables users to interact with AI-powered versions of fictional and historical figures
• Many AI tools now incorporate natural intonation and human-like facial expressions

Research insights: Studies demonstrate that emphasizing the human expertise behind AI development leads to better user acceptance and perceived usefulness.

• Users respond more positively when they understand the human effort involved in AI system development
• The human element includes architectural decisions, training data curation, and fine-tuning of AI behaviors
• Anthropomorphizing AI can actually misrepresent the technology’s true nature and capabilities

Best practices for AI companies: Organizations should focus on transparency about the human involvement in their AI tools rather than trying to make them appear more human-like.

• Highlight the role of human experts in system design and development
• Communicate clearly about how humans shape AI tools at every level
• Maintain authenticity about the artificial nature of the technology while emphasizing its human origins

Looking ahead: The future of AI adoption may depend more on companies’ ability to showcase the human intelligence behind their tools rather than their capacity to replicate human characteristics. This approach not only aligns with consumer preferences but also provides a more honest representation of how AI systems actually work and evolve.