A study from Monash Business School found that professionals feel disrespected when clients use AI tools like ChatGPT to fact-check their expertise. Published in the journal Computers in Human Behaviour, the research indicates that this practice diminishes the motivation of professionals to engage with clients.
The study reveals that even minimal use of AI, such as for background information, can negatively impact the advisor-client relationship. “Advisors view AI as substantially inferior to themselves; thus, being placed in the same category as an AI system feels insulting,” said Associate Professor Gerri Spassova, the lead author of the study.
Researchers noted a significant decline in advisors’ willingness to work with clients who have sought AI-driven recommendations. Many professionals felt that clients who consult AI appear less competent and trustworthy. A particularly illustrative scenario involved a client disregarding an advisor’s careful planning by choosing to book through an AI chatbot instead.
According to Spassova, this offense leads to advisors questioning their own value in the face of AI advancements. “When clients defer to AI, it prompts advisors to question the value of their own human contribution,” Spassova stated. This concern may grow as AI continues to improve.
The study suggests that clients should avoid disclosing AI consultations in new advisor relationships to mitigate negative reactions. While long-standing professional relationships may lessen these feelings, advisors can still feel slighted. The findings are pertinent for various fields, including healthcare and legal services, where professionals expect clients to rely on their expertise rather than AI.
AI tools typically provide general overviews and can make errors based on limited user-generated information. The likelihood of misleading advice increases when clients tailor their queries to confirm existing beliefs. Consequently, this creates issues surrounding trust between professionals and their clients.
Professionals are advised to maintain boundaries regarding AI consultations, suggesting that clients keep their use of these tools private until industry norms evolve. “It creates a sense of lack of trust,” Spassova cautioned about openly discussing AI consultation with experts.
