The Diminishing Sincerity of AI-Generated Communication

I take interpersonal communications seriously. I value the impact a few well-chosen, heartfelt words can have on other human beings. I religiously send thank you messages to my friends for their generosity and hospitality. I still own personalized stationary, for Pete’s sake. Though I admit, most of my “notes” these days are of the direct messaging vs pen to paper variety. And I treasure when my people acknowledge me in the same way.

By and large, our connected culture…via social media, keeps us informed of all the successes and sorrows of friends and family, prompting good behavior with constant reminders, alerts and automated encouragements to spur frequent engagement. Forgetting someone’s birthday or anniversary or any other milestone is all but impossible with all the beep beeps and ding dongs chimed out by all our devices. And, of course, we have more ways than ever to communicate our sentiments.

But are we automating away our humanity? In this technologically saturated era, we find ourselves at a crossroads where convenience often masquerades as connection, subtly eroding the genuine fabric of human interaction. As artificial intelligence weaves itself into the very essence of our daily communications, we must consider: are we nurturing an intimacy that is anything but artificial?

There was a time when crafting a message to someone special involved more than just the click of a button. It required thought, effort and a personal touch. For instance, the journey to pick out the perfect greeting card and the contemplative moments spent writing heartfelt words are becoming relics of a bygone era—often replaced by the cold efficiency of AI scripts that mimic warmth and affection.

Our reliance on technology for communication has brought undeniable benefits—streamlined workflows, optimized schedules, and simplified interactions, yes. But as we delegate more of our personal exchanges to the realm of algorithms and automated systems, we must ask ourselves what intangible qualities we are sacrificing at the altar of technology.

The impact of discovering that a thoughtful note or a kind gesture was the product of an algorithm can be jarring. If you receive a touching note from a dear friend, only to discover it was generated and delivered by AI without even the briefest of human stewardship, how would you react? It is akin to finding out that a gift thoughtfully chosen by a significant other was actually selected by their assistant. This type of revelation not only questions the sincerity of the gesture but also diminishes the emotional value attributed to it.

Of course, whether you should feel offended when you receive a heartfelt message from AI instead of a real person really depends on your personal expectations and the context of the message. If the message is for something routine or informational, using AI might be okay. However, for more personal or emotional messages, like birthday wishes or condolences, you might expect a real person to write these, and it’s understandable to feel upset if they use AI instead.

But how will we know? Once there is no easy way to discern the difference between communications from a real person versus an AI, will human communications lose its value altogether? I fear that we simply won’t bother to craft sentimental messages ever again.

I still believe that it’s worth the effort to stand out and show that our messages are genuinely thoughtful. I try to push AI aside and mention specific memories, jokes or details in my missives that clearly come from my shared experiences with the recipient. Though I used to abhor voice messages, I now embrace them as one obvious way to convey that “this is really me!” And, when an occasion arises, I embrace the handwritten note. Of course, I suppose, and this is truly radical thinking, we could just pick up the phone and speak with one another!

AI’s Impact on authentic marketing communications.
AI-driven interactions can also feel impersonal in a commercial setting (you knew I would somehow get back to marketing in end, right?), and how consumers react largely depends on the context and their expectations. In business environments, many customers accept or even prefer AI interactions for efficiency in straightforward transactions or quick information retrieval. However, when it comes to more complex or sensitive issues, such as resolving complaints or discussing services, people often value and seek out human interaction for its empathy and ability to handle nuanced problems. At least for now.

But until AI bots can deliver the same satisfactory interactions as humans, businesses need to balance the use of AI by understanding where its efficiency benefits the customer experience and where human touch is crucial. Maintaining this balance is key to ensuring that AI tools enhance rather than detract from customer satisfaction.

As we grapple with the implications of AI in all our communications, the importance of transparency becomes clear. By openly acknowledging the role of AI in our interactions, we can begin to navigate the complexities of this new landscape without losing sight of the need for genuine human connection.

Our challenge looking forward will be to harness the capabilities of AI without compromising the sincerity of our business and personal relationships. Replacing real person interaction with technology demands a careful balance—embracing the benefits of innovation while guarding against the erosion of the authentic human connections that sustain us.