Cammy Crolic, Oxford Professor, researching human behavior // Invisible Machines S2E18
Oct 26, 2023
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Cammy Crolic, Oxford Professor, researching human behavior, discusses hedonic escalation, anthropomorphization, and the impact of human-like bots on consumer behavior. She explores how complexity and personalization in conversational AI affect enjoyment and engagement. The podcast also delves into unintended consequences of diet composition, negative outcomes of anthropomorphizing chatbots, the use of anger in customer interactions, and the evolving expectations of consumers for chatbots.
Hedonic escalation can lead to more enjoyable experiences over time, which has implications for conversational design.
Anthropomorphized chatbots can actually irritate users, highlighting the potential pitfalls of making them too human-like.
Experts in a particular domain can derive more enjoyment and complexity from their experiences compared to novices, which influences consumer behavior in various industries.
Deep dives
Hedonic Escalation: Exploring the Complexity of Sensory Experiences
In this podcast episode, the concept of hedonic escalation is discussed. Hedonic escalation refers to the idea that certain experiences can become more enjoyable and rewarding over time, rather than diminishing in satisfaction. The guest, Kami Krolik, a professor and researcher at Oxford University, conducted research on hedonic escalation using food as an example. Typically, our hedonic response to food decreases with each bite, but under the right circumstances, the enjoyment can actually increase with each successive bite. This concept has implications for conversational design in terms of creating experiences that continue to improve as users engage with them.
Anthropomorphization of Chatbots: The Impact on User Experience
Another topic explored in the podcast is the anthropomorphization of chatbots. The guest shares her research on the impact of anthropomorphized chatbots on user experience. The study found that the more human-like a chatbot appeared, the more likely users were to get irritated with it. This goes against the common belief that making bots more human-like would result in more positive outcomes. The study also looked into users' comfort levels in disclosing information to bots generated using generative AI. These findings highlight the importance of considering user expectations and the potential pitfalls of making chatbots too human-like.
Expertise, Sensitization, and Consumer Behavior
The podcast episode also delves into the concept of expertise and its impact on consumer behavior. The guest discusses how experts, such as wine connoisseurs, can derive more enjoyment and complexity from their experiences compared to novices. This expertise is built over time by developing a deep understanding and appreciation for the nuances in a particular domain. The implications of expertise and sensitization extend beyond the food or wine industry, as they can also influence consumer expectations and preferences in other areas, such as technology interfaces and social media interactions.
The Potential of Chatbots in Reducing Emotional Burdens
Chatbots have the potential to alleviate emotional burdens for both customers and company employees. By providing incentives or demonstrating value, chatbots can change negative perceptions and make interactions more enjoyable. Research suggests that if customers see the benefits of engaging with chatbots, such as cost savings, their attitudes towards them become more positive. Furthermore, as chatbots improve and close the performance gap with humans, customers are more likely to view them as effective and prefer their assistance. The goal is to create a customer experience where interactions with chatbots are exciting and mutually beneficial.
The Evolution of Language and Expectations in Conversational AI
Conversational AI is evolving in its language and communication styles, with chatbots learning to adapt to the way humans interact with them. As humans modify their language to suit chatbots, the expectation is that chatbots will reciprocate by adjusting their responses to match the formality or informalities displayed by humans. The goal is to bridge the gap between formal and emotional language through personalized chatbot experiences and exceed customer expectations in conversations. Moreover, as chatbots become more sophisticated, they may be able to read emotional signals and understand human urgency, opening up new possibilities for personalized interactions.
Robb and Josh welcome Cammy Crolic for an enlivening discussion of hedonic escalation and anthropomorphization. As a professor at Oxford's Saïd Business School, Cammy's research into how human-like bots affect consumer behavior has been featured in the Wall Street Journal. She is currently exploring human perception around AI-generated content.
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