John Wihbey and Garrett Morrow | January 2024

Abstract: Based on representative national samples of ~1,000 respondents per country, we assess how people in three countries, the United Kingdom, the United States, and Canada, view the use of new artificial intelligence (AI) technologies such as large language models by social media companies for the purposes of content moderation. We find that about half of survey respondents across the three countries indicate that it would be acceptable for company chatbots to start public conversations with users who appear to violate rules or platform community guidelines. Persons who have more regular experiences with consumer-facing chatbots are less likely to be worried in general about the use of these technologies on social media. However, the vast majority of persons (80%+) surveyed across all three countries worry that if companies deploy chatbots supported by generative AI and engage in conversations with users, the chatbots may not understand context, may ruin the social experience of connecting with other humans, and may make flawed decisions. This study raises questions about a potential future where humans and machines interact a great deal more as common actors on the same technical surfaces, such as social media platforms.