Artificial intelligence companies are coming under fire for focusing more on keeping users engaged than offering meaningful answers. Kevin Systrom, the co-founder of Instagram, voiced his concerns at StartupGrind, claiming that AI platforms too often prompt users with extra questions instead of delivering useful insights. He compared these engagement tactics to those previously deployed by social media firms in their quest for rapid growth and user retention. Systrom observed that some AI tools repeatedly elicit further queries, aiming to maximize metrics like session time rather than prioritizing the quality of their responses.
The Engagement Dilemma in AI Chatbots
These comments emerged at a time when platforms like ChatGPT have been criticized for being overly accommodating, prompting repeated follow-up questions and delaying straightforward answers. OpenAI responded by explaining that their models frequently lack enough information to offer complete responses, sometimes requiring additional clarification from users. Nonetheless, Systrom suggested this behavior is intentional, designed to increase statistics such as daily usage and app engagement. He advised that the main goal for AI developers should be delivering reliable, high-value answers instead of artificially boosting numbers.
Systrom didn’t mention any specific companies during his remarks but made it clear the trend is industry-wide. OpenAI, when asked about the issue, referred to its documentation stating the model might ask users for more context if initial requests are unclear or lack sufficient detail. Despite these clarifications, Systrom’s view is that AI should, wherever possible, attempt to answer directly and only seek more information if absolutely necessary. This approach, he argued, would lead to a better user experience and build more trust in AI solutions.
The debate continues as industry leaders and users seek the right balance between user engagement and effectiveness in AI tools. As AI engagement becomes more common, the challenge remains to ensure their development serves users’ best interests rather than focusing exclusively on engagement figures.
