What's behind it:
Less shame with AI: feeling judged was far more common in the human scenario, at 61% compared with 39% in the AI scenario.
Information from AI is seen as just as reliable as information from a person.
AI wins on efficiency and discretion, people on empathy and fairness.
Culture, age and gender shape how debt collection communication is received.
"Technology can effectively ease negative feelings such as stigma. At the same time, human contact remains essential when it comes to empathy and fairness."
Prof. Dr. Minou Goetze
Study lead and lead author
Fresenius University of Applied Sciences, Hamburg
Study lead and lead author
Fresenius University of Applied Sciences, Hamburg