Researchers Warn Interacting With Customer Service AI Could Cause 'Robotoid Humanness'

Researchers say repeated interactions with human-like customer service AI could influence how people communicate and perceive themselves. (Representational picture) (Credit: BaljkanN 4/Unsplash)

Interacting repeatedly with customer service AI could fundamentally alter how people communicate and present themselves, according to a theoretical study published in AI & Society on 19 August 2026.

An international team of researchers from the University of Birmingham, Linnaeus University, and Aarhus University introduced the concept of 'robotoid humanness' to describe an emergent drift where users adapt their behaviour to match machine logic.