BAD NEWS? SEND AI. GOOD NEWS? BE HUMAN

Summary from the TLDR Marketing newsletter

Use non-human bots for bad news and human-like bots with tailored names, avatars, and tones for good news to optimize customer satisfaction and acceptance rates. Customers are 2.6 times more likely to accept bad news, such as higher prices, when conveyed by an obviously non-human AI bot compared to a human-like bot. Conversely, offers that are better than expected are 1.17 times more likely to be accepted when delivered by a human or human-like AI bot. People attribute intentionality to human agents or realistic bots, leading to stronger emotional reactions to news.