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Why businesses judge AI like humans — and what that means for adoption
Enterprises adopting AI aren’t just signing a “utility contract” for revenue growth; they’re entering an “emotional contract.”
One client fixated on their avatar’s smile: “The mouth shows a lot of teeth — it’s unsettling.” This reaction reflects the uncanny valley effect, where nearly human-like features provoke discomfort. Conversely, a visually appealing yet less functional AI agent sparked praise because of the aesthetic-usability effect — the idea that attractiveness can outweigh performance issues. On the contrary, most people couldn’t tell the difference between the several versions that the business owner had struggled back and forth for his “perfect AI baby,” meaning that we could stop at a “good enough” point.
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