When AI is the editor, consumer complaints are more likely to succeed‌

When AI is the editor, consumer complaints are more likely to succeed‌

Consumers who want to submit a complaint to an agency such as the Consumer Financial Protection Bureau face a task that, for some, can be daunting: they must fill out a form that requires them to explain the issue, clearly and convincingly, in their own words. Those who are not native English speakers or simply don't regularly communicate in writing may lack the skills needed to convincingly make their cases.‌

When AI Is the Editor, Consumer Complaints Are More Likely to Succeed‌

An analysis of complaints submitted to the Consumer Financial Protection Bureau reveals that consumers are using tools like ChatGPT to help them articulate their concerns. Those AI-edited grievances have a higher likelihood of receiving relief, according to new research co-authored by Yale SOM’s Jiwoong Shin.