When Generative AI Makes Us Smart vs. Average

It has been noted by many different people that large language models (LLMs) can, to a certain extent, democratise access to information. Because these models are trained on massive datasets, and use an intuitive prompt-and-response format, they enable users to quickly learn the basics on a given topic or, conversely, do a deep dive on narrow … Continue reading When Generative AI Makes Us Smart vs. Average

What if AI was your customer? Some thoughts on LLMs as medical patients

Some time ago I read a paper by Ming-Hui Huang and Roland T. Rust where they introduced the idea of AI as a customer. In the paper appropriately titled “AI as customer”, which was published in the Journal of Service Management, Huang and Rust present the idea that AI, in addition to being used to … Continue reading What if AI was your customer? Some thoughts on LLMs as medical patients

When do consumers actually prefer the AI option (and why)?

AI agents are increasingly popular in customer interface. Sometimes they are the only option, others the default one before consumers are escalated to a human agent. One example of AI agents in customer interface that I mention frequently is AI-powered chatbots. Firms may use AI-powered agents to cut costs, because of their superior analytical capability or, even, … Continue reading When do consumers actually prefer the AI option (and why)?