Why businesses judge AI like humans — and what that means for adoption

With companies rushing to adopt artificial intelligence, they discover an unexpected fact: even the buyer of rational institutions do not make purely rational decisions – their subconscious requirements exceed the criteria for evaluating traditional programs.

Let me share a story: It is November 2024; I am sitting in a skyscraper in New York City, I work with a fashion brand on the first Amnesty International Assistant. Avatar, Nora, is a 25 -year -old digital assistant offered to a six -foot booth. It has elegant brown hair, an elegant black suit and a charming smile. She waved “hello” when getting to know the client’s face and gesture during their conversation and answer questions about the history of the company and technical news. I came ready for a standard technical reference list: the accuracy of the response, the time of the conversation response, the accuracy of the face recognition …

But my client did not look at the review list. Instead, they asked, “Why doesn’t she have her own personality? She asked her favorite handbag, and she didn’t give me one!”

Change how to evaluate technology

It is amazing how quickly we forget these gods is not human. While much anxiety about the lack of clarity of artificial intelligence between the lines between humans and machines, I see a more urgent challenge to companies: a basic transformation in how to evaluate technology.

When the program begins to search for a person and behave, users stop evaluating it as a tool and start judging it as a human being. This phenomenon-the ruling on non-human entities according to human standards-is a stereotype, which has been well studied in the relationships between man, and is now arising into the relationship of man AA.

When it comes to buying artificial intelligence products, institutions ’decisions are not rational as you may think that decision makers are still human. Research has shown that unconscious perceptions constitute most of the interactions from man to man, and that the buyer of institutions are not an exception.

Consequently, the companies that sign the artificial intelligence contract not only reached a “interest contract” seeking to reduce costs or the growth of revenues anymore; They enter an implicit “emotional contract”. Often, they do not realize this themselves.

Get “AI Baby” perfect?

Although every software product has always had an emotional element, when the product becomes infinitely similar to the real person, this aspect becomes more clear and lost.

These unconscious reactions are how your employees and customers interact with artificial intelligence, and tell me my experience of the spread of these responses – they are really human. Consider these four examples and basic psychological ideas:

When my client in New York asked about the favorite handbag of Noura, who is eager to her personality, they were taking advantage of the theory of social presence, and dealing with artificial intelligence as a social being that must be present and real.

A customer installed a smile of avatar: “The mouth shows a lot of teeth – it’s annoying.” This reaction reflects the effect of the strange valley, as it raises almost uncomfortable human -like features.

On the contrary, the visually attractive artificial intelligence agent, but it is less functional, caused praise due to the effect of the aesthetic use-the idea that gravity can outweigh performance problems.

Another customer, a careful employer, continued to delay the launch of the project. “We need to get our ideal artificial intelligence child,” Repeat at every meeting. “It should be flawless before we can show it to the world.” This obsession with the creation of an ideal artificial intelligence indicates a perfect projection of the creations of our artificial intelligence, as if we were leading to a digital entity that embodies our highest aspirations and standards.

What matters to your work more?

So, how can you lead the market by taking advantage of these hidden emotional contracts and winning your competitors who only accommodate a fantasy AII solution?

The key is to determine what matters to the unique needs of your work. Prepare a test process. This will not only help you in setting the higher priorities, but most importantly, it is excessive in simple details, regardless of its emotional association. Since the sector is very new, there are no easily used games books. But you can be the first engine by creating your original way to see what suits your business better.

For example, the customer’s question was validated about the “AI Avatar” by testing with internal users. On the contrary, most people have not been able to know the difference between the numerous versions that the employer has struggled back and forth for the “ideal artificial intelligence child”, which means that we can stop at a “good enough” point.

To help you get to know the patterns more easily, consider employing team members or consultants who have a background in psychology. All four examples are not one time, but they are well -studied psychological effects that occur in interactions from humans to humans.

Your relationship with the technical seller must change. They should be a partner who moves in the experience with you. You can prepare weekly meetings with them after signing a contract and sharing fast food from the test so that they can create better products for you. If you do not have a budget, at least store the extra time to compare products and test with users, allowing these hidden “emotional contracts” on the surface.

We are at the forefront of determining how humans interact and AI. Successful business leaders will adopt the emotional contract and create mobility in mystery that will help them win the market.

Joy Liu has led Enterprise products in startups, Cloud and AI initiatives in Microsoft.