The expansion ofartificial intelligence reveals effects that go beyond facilitating tasks and providing services, as they may extend to the way humans communicate, think, and express themselves.
A new theoretical study, published in the journal "AI & Society," raises a striking possibility: that repeated interaction with chatbots and AI systems used in customer service may gradually lead people to adopt communication styles more suited to these systems, and perhaps even emulate some of their characteristics.
An international research team suggests that this effect may become more pronounced as chatbots evolve and their ability to mimic humans increases, particularly in text-based conversations. According to the study's hypothesis, becoming accustomed to this type of interaction may lead to more predictable and less spontaneous user behavior, potentially making them more compatible with the way artificial intelligence systems operate.
Ensi Toral-Manson, a marketing researcher at the University of Birmingham in the United Kingdom, says that social robots used in customer service are designed to mimic human speech patterns, emotional cues, and certain behaviors, with the aim of influencing customers' cognitive and emotional responses.
The study explores a reciprocal influence that can arise from this type of interaction: as robots become more human-like, humans may begin to adopt some of the behavioral and communicative traits that characterize those robots. Researchers call this phenomenon "robotoid humanness."
This study did not test this hypothesis on real people; it is a theoretical inquiry based on a scientific framework and previous studies that addressed human-robot interaction. Its presentation comes at a time when artificial intelligence systems are becoming capable of engaging in seemingly natural conversations and providing customer services, as well as adapting their responses to each user based on past interactions and information.
Researchers believe that these capabilities make the boundaries between interacting with a machine and communicating with a real person less clear, especially when the system can remember what was said previously and adapt to the user's style and needs.
Selsin Ozturkcan, a management engineer at Linnaeus University in Sweden, says that the interaction between the user and the robot is a reciprocal process that is repeated over time; the consumer behaves in a certain way, the robot responds, and then the user's behavior adapts to the nature of this response.
She adds that machine learning and artificial intelligence technologies enhance this process by modifying the robot's behavior based on user input, allowing it to mimic human behavior and provide a more personalized experience.
According to the study, it is not limited to the way a person speaks, but may extend to the way a person views himself.
Researchers hypothesize that continuous interaction with artificial intelligence may affect a person's sense of self, since the feedback they receive from others typically contributes to shaping their self-image. While human responses are unpredictable and not entirely controllable, AI systems rely on algorithms and statistical patterns that may promote certain forms of behavior and communication over others.
Over time, this may lead the user to repeat the methods that elicit better responses from the system. Öztürkcan believes that humans' natural tendency to mimic and imitate may contribute to the adoption of some of the communication patterns used by robots.
In this way, the user may find himself gradually adapting to a more regular and less spontaneous communication style, because it helps him get faster and more effective responses from the system.
The researchers emphasize that their findings are still within the realm of theoretical hypothesis, and that proving these effects requires experimental studies that track people's behavior over long periods of time.
However, the study raises a broader question about how the increasing reliance on artificial intelligence might affect human behavior, especially as these systems become a familiar part of everyday life and customer services.
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