The impact of ChatGPT and other AIs will depend not just on what they can do, but also on how they make people feel
Save time by listening to our audio articles as you multitaskAIthat people would prefer to sit next to at a dinner party quite another. Being clear about how workers would redirect time and energy that is freed up by anand the Boston Consulting Group found that an ability to override anWhether people really need to understand what is going on inside anis less clear. Intuitively, being able to follow an algorithm’s reasoning should trump being unable to.
Employees at Tapestry, a portfolio of luxury brands, were given access to a forecasting model that told them how to allocate stock to stores. Some used a model whose logic could be interpreted; others used a model that was more of a black box. Workers turned out to be likelier to overrule models they could understand because they were, mistakenly, sure of their own intuitions.
In a forthcoming paper, meanwhile, Arthur Jago of the University of Washington and Glenn Carroll of the Stanford Graduate School of Business investigate how willing people are to give rather than earn credit—specifically for work that someone did not do on their own. They showed volunteers something attributed to a specific person—an artwork, say, or a business plan—and then revealed that it had been created either with the help of an algorithm or with the help of human assistants.
Another paper, by Anuj Kapoor of the Indian Institute of Management Ahmedabad and his co-authors, examines whethers or humans are more effective at helping people lose weight. The authors looked at the weight loss achieved by subscribers to an Indian mobile app, some of whom used only ancoach and some of whom used a human coach, too. They found that people who also used a human coach lost more weight, set themselves tougher goals and were more fastidious about logging their activities.
The picture that emerges from such research is messy. It is also dynamic: just as technologies evolve, so will attitudes. But it is crystal-clear on one thing. The impact of Chats will depend not just on what they can do, but also on how they make people feel.
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