Internal Communication GenAI Could Make Online Conversations More Civil - Sun and Planets Spirituality AYINRIN

 Internal Communication

GenAI Could Make Online Conversations More Civil - Sun and Planets Spirituality AYINRIN

HBR Staff; curtoicurto/ Yagi Studio/ Getty Images; Unsplash

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Summary.   

Online conversations are famously fraught, which creates challenges for people communicating on online platforms, including those used for workplace collaboration. New research suggests that these platforms might want to consider using generative AI to help cool down heated discussions and prepare employees for difficult conversations. The author discusses research that he and his colleagues have conducted on this topic and discusses the ways in which the community platform Nextdoor has started using AI to mediate conflict among its members.

Generative AI must seem like a superweapon to malicious actors who aim to sow discord online. Deep-fake videos impersonate public figures with unprecedented fidelity, swarms of conversational chatbots stoke conflict via personalized appeals, and efforts to detect and mitigate such campaigns remain in their infancy.

But can Generative AI also mediate conflict within your organization? My colleagues and I have conducted research indicating that Large Language Models such as ChatGPT can make online conversations more productive, reduce incivility, and increase willingness to have difficult conversations across social divides. What’s more, we’re already seeing practical applications: Inspired by such research, Nextdoor, a community-based social-media platform that has struggled to rebuff online toxicity, recently launched a successful, large-scale effort to reduce incivility.

Most people are bad at navigating conflict. We overestimate our capacity to persuade others, talk past one another, or avoid stressful discussions altogether. Yet social science has produced a rich array of evidence about conflict mediation. When people learn techniques such as active listening or perspective taking, they are more likely to get their own points across. But such training is both time-consuming and expensive and usually does not reach those who are conflict avoidant.

In a study recently published in the Proceedings of the National Academy of Sciences, my colleagues and I examined whether Large Language Models can teach people conflict-mediation techniques at scale. We recruited a large group of people with different opinions about gun control and paired them to discuss this topic with someone who does not share their view on an online chat platform we built.

After exchanging several messages on our platform, half of the research participants began to receive pop-up messages suggesting alternative phrasings for the messages they were about to send to their chat partner. These pop-ups employed GPT-3 to rephrase each post using conflict mediation principles — without changing the opinion expressed within them. Participants had the option to send these rephrased versions of their message or ignore them.

We found that GPT-3 is surprisingly good at facilitating difficult conversations. People whose partner used the AI-generated re-phrasings described the conversations as more productive, less stressful, and expressed greater willingness to consider alternative viewpoints. Though our intervention improved the civility of online conversations, it did not immediately shift people’s attitudes about gun control. But perhaps that is a good thing: an AI that gives users strongly persuasive powers could wreak havoc in the wrong hands.

Our study was conducted one month before ChatGPT was publicly released — long before the crescendo of public concern about Generative AI. Moreover, we only examined whether GPT-3 could facilitate conversations about a single issue in a somewhat artificial setting. The next question therefore was obvious: Can these same tools reduce conflict in real-world settings?

If a recent effort launched by Nextdoor is any guide, the answer to that question is yes. A nationally representative survey recently revealed that conflicts abound on Nextdoor, despite — or perhaps because of — its humble origins connecting neighbors to each other. If there’s any online space where Generative AI could go off the rails trying to dissuade conflict, Nextdoor might be it.

But in its latest Transparency Report, NextDoor announced some impressive results concerning its use of AI to mediate conflict. When AI rephrased unpleasant messages that users were about to send, many chose to use them, and others felt compelled to edit their original posts. Still others chose not to send their messages at all. Ultimately, the intervention created an impressive 15% drop in toxic content. Given how much potentially contentious communication takes place in the workplace on Slack, Microsoft Teams, and other collaboration platforms — especially during times of high social and political tension — it might be time for these platforms to consider adding chatbots that can stage similar interventions.

But no organization can avoid conflict forever. Heated conversations are a fact of life for most executives, managers, and lower-level employees alike, and new AI tools can not only help cool them down but also prepare us for them before they start. That’s the goal of Rehearsal, a platform designed by Stanford computer scientists that allows people to practice difficult conversations with a digital interlocutor. An experimental evaluation of the platform recently showcased some promising results: Most notably, study participants who used the platform were significantly more likely to avoid conflict escalation, compared to those in a control condition.

If the history of the internet is our guide, preventing malicious actors from wreaking havoc on social systems will continue to be a game of whack-a-mole. As organizations confront technologies capable of mimicking their employees, customers, or leaders in an uncanny manner, shrewd executives must think about how to balance the good and bad. Generative AI may help strengthen the social bonds that allow effective organizations to resist such threats and become mindful of our blind spots — before they become vulnerabilities.

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