When advice goes public: Carrier framing and community adjudication of AI and human recommendations

Saxena, Prashant; Prahl, Andrew

Under review

When advice goes public.

Internet Research · Emerald Publishing

Saxena, P., & Prahl, A. (manuscript under review). When advice goes public: Carrier framing and community adjudication of AI and human recommendations. Internet Research.

Inherited human or AI advice reviewed by a community and accepted, revised or rejected

What communities scrutinise

Across 174 carrier posts and 87 complete threads, the manuscript finds that communities question AI and human advice for different faults. AI advice draws scrutiny about genericity and missing context. Human advice draws scrutiny about diagnosis, process and incentives.

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