AI customer service reduces human spontaneity
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The study indicates that continuous communication with AI-powered customer service agents can negatively impact human behaviors, as individuals tend to mimic the stereotypical communication patterns of these machines to facilitate interaction. Increasing reliance on algorithmic responses reduces human self-expression, which may narrow the scope of human identity and influence our understanding of ourselves. The study warns of the necessity to establish ethical frameworks for the use of AI in service fields to ensure the preservation of human values.
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