Designing Consumer AI

Markus Giesler, York University and Stefano Puntoni, Erasmus University

Apr 17, 2019

​From Amazon’s Alexa to Spotify playlists and from Roomba’s smart vacuum to Facebook’s wall, artificial intelligence is found in a growing number of consumer products and services. But what fears preclude consumers from adopting AI and how can managers successfully address them? Stefano Puntoni and Markus Giesler will discuss their research which suggests that the answer may depend on studying the psychology and consumer culture of artificial intelligence, and offer insights into how marketers can create trusted and captivating AI consumer experiences.

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