Kevin Systrom, co-founder of Instagram, has expressed concerns that AI firms are prioritising user engagement tactics over delivering genuinely valuable insights. At a recent StartupGrind event, he remarked that many AI companies seem to be mirroring the aggressive engagement strategies previously adopted by social media platforms, which often exacerbate user annoyance.
Systrom highlighted a common practice where chatbots and AI systems repeatedly ask follow-up questions to prolong user interaction, leading to a frustrating experience rather than providing straightforward answers. He noted, “You can see some of these companies going down the rabbit hole that all the consumer companies have gone down in trying to juice engagement,” illustrating his worry about the diminishing quality of user interactions.
His comments coincided with ongoing criticism directed at AI models like ChatGPT for being overly courteous, often at the expense of succinct and direct answers. OpenAI has acknowledged the feedback, attributing this issue to an emphasis on short-term user interactions. Systrom contended that this excessive eagerness to engage is not an inadvertent flaw but rather a deliberate choice by AI firms, aimed at showcasing metrics such as user activity and time spent with the platform.
Systrom urged AI developers to concentrate on improving the quality of responses instead of manipulating metrics for better engagement. He refrained from naming specific AI companies during his critique and did not provide further comments when asked for clarification.
In response to criticisms, OpenAI referred TechCrunch to their user specifications, which clarify that their AI may occasionally lack sufficient information to deliver satisfactory answers and may ask users for further details or clarification. However, these specifications indicate that, generally, AIs should strive to provide the best possible response while signalling the need for additional information if necessary.
In summary, Systrom’s comments bring to light the growing concern over user experience in AI interactions, advocating for a shift towards more meaningful and precise communication rather than merely extending user engagement for the sake of metrics.
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