Tuesday 25 March 2025
The rapid rise of artificial intelligence (AI) has brought about numerous innovations in various fields, including language processing and generation. One such development is the creation of large language models (LLMs), which have been trained on vast amounts of text data to generate human-like writing.
Recently, researchers have explored the use of LLMs to analyze and understand human behavior, specifically in the context of consumer complaints. By studying the patterns and structures of complaint narratives, scientists can gain insights into what drives consumers to express dissatisfaction with a product or service.
The research team collected a vast dataset consisting of over 687,000 consumer complaints, ranging from January 2022 to September 2024. They then applied machine learning algorithms to identify the proportion of LLM-generated content within these complaints. The results showed that AI-assisted writing became increasingly prevalent over time, with an estimated 18% of complaints containing LLM-modified text by late 2024.
To better understand this trend, researchers analyzed various factors influencing the adoption of LLMs in consumer complaint narratives. They found that small businesses and organizations with fewer employees were more likely to use AI-generated content, as it allows them to produce high-quality writing without requiring extensive human resources.
Another interesting observation was the regional variation in LLM adoption. Areas with higher levels of urbanization and educational attainment showed a greater propensity for AI-assisted writing in consumer complaints. This may be attributed to the increased familiarity with digital technologies and online communication channels among these populations.
The study also examined the types of products or services most commonly associated with AI-generated content in complaints. Not surprisingly, financial services and technology companies were prominent among these, as they often rely heavily on complex documentation and marketing materials.
One potential implication of this trend is the blurring of lines between human and machine-written content. As LLMs become more sophisticated, it may become increasingly challenging to distinguish AI-generated text from authentic human writing. This raises important questions about the role of artificial intelligence in creative industries and the potential consequences for employment and intellectual property.
In addition to these insights, the research highlights the significant opportunities for businesses to leverage AI-powered writing tools in their customer-facing interactions. By embracing LLMs, companies can improve the efficiency and quality of their communication with customers, ultimately enhancing overall customer satisfaction and loyalty.
The findings presented here offer a fascinating glimpse into the rapidly evolving landscape of language processing and generation.
Cite this article: “The Rise of AI-Generated Content in Consumer Complaints”, The Science Archive, 2025.
Artificial Intelligence, Large Language Models, Consumer Complaints, Machine Learning Algorithms, Ai-Generated Content, Small Businesses, Urbanization, Educational Attainment, Financial Services, Technology Companies
