Artificial intelligence in communication impacts language and social relationships

TL;DR

This study investigates how AI-powered smart replies influence social interactions, showing they enhance communication efficiency and positivity but may also lead to negative perceptions of users.

Contribution

It provides empirical evidence on the social effects of AI in communication, highlighting both benefits and potential drawbacks of algorithmic response suggestions.

Findings

AI increases communication efficiency and positive emotional language

Users employing AI responses are perceived more negatively

AI influences language use and social perceptions in communication

Abstract

Artificial intelligence (AI) is now widely used to facilitate social interaction, but its impact on social relationships and communication is not well understood. We study the social consequences of one of the most pervasive AI applications: algorithmic response suggestions ("smart replies"). Two randomized experiments (n = 1036) provide evidence that a commercially-deployed AI changes how people interact with and perceive one another in pro-social and anti-social ways. We find that using algorithmic responses increases communication efficiency, use of positive emotional language, and positive evaluations by communication partners. However, consistent with common assumptions about the negative implications of AI, people are evaluated more negatively if they are suspected to be using algorithmic responses. Thus, even though AI can increase communication efficiency and improve interpersonal perceptions, it risks changing users' language production and continues to be viewed negatively.