Anthropomorphism in Chatbots

Anthropomorphism is a tendency of people to assign human characteristics to nonhuman things. Whether that be animals, weather, or even robots, people love to personify these entities. This is the reason why a lot of stories made for children involve this very thing. Winnie the Pooh, Mickey Mouse, and the Care Bears are prime examples. Anthropomorphism is an inherently natural human trait that makes people feel more comfortable with their surroundings.

Chatbots are AI system that is designed by companies to assist in customer service. A large number of questions customers may have are simple and easy to explain. Having humans answer these questions is a huge expense and a waste of resources. A well-trained AI can answer questions quicker, more efficiently, and more accurately while saving on labor costs. As useful as they are, customers don’t like to know they are being helped by a robot instead of a human. This is why many chatbots have been given human characteristics to make them seem more human. You’ll notice that chatbots often say things like “Nice to meet you!” and “Hello!”. This is a perfect example of anthropomorphism in AI.

McDonald’s uses a chatbot in a very unique way. Rather than helping customers find what they want to eat, the chatbot is used to help prospective employees find and apply for positions near them. In a field with a large turnover rate like the fast food industry, creating a simple way to apply is vital to finding enough staff members. The McDonald’s chatbot, named Olivia, appears on the website when you visit the careers page. Here you can ask it questions about nearby positions, what it takes to get promoted, and what the company culture is like. Try it out for yourself here!

Clearly, chatbots are becoming more and more important to companies every day. Chatbot AI has made huge progress in recent years and it won’t be long until you won’t be able to tell the difference between an AI and a real human.

References:

https://www.psychologytoday.com/us/basics/anthropomorphism

https://uwm.edu/business/does-humanizing-how-a-chatbot-interacts-make-a-difference/

https://www.givainc.com/blog/index.cfm/2022/8/19/how-to-humanize-customer-support-automation-chatbots