The user reviews for Snapchat’s AI-powered “My AI” feature have not been favorable as the company has seen a spike in its 1-star ratings after the feature was made available to global users. Launched last week, the new chatbot feature powered by OpenAI’s GPT technology is now prominently featured on the app’s chat tab and offers instant responses to questions posed by users. According to data from the app intelligence firm Sensor Tower, this has resulted in an adverse effect on Snapchat’s U.S. App Store user ratings as its average rating since launch is just 1.67 with 75% of reviews being 1-star.
This backlash comes as companies are increasingly leveraging AI technology to stay ahead of the competition and as users start to become aware of the implications of data collection and usage as a part of their personal data they provide to social media companies. For example, users were not pleased to learn that Snapchat’s AI can track their location even if they are not broadcasting on the Snap Map, leading to the feeling of the service being invasive and creepy. What’s more, the inability to remove or opt out of Snapchat’s AI feature required a subscription to Snapchat+ in order to do so, prompting further criticism due to people feeling forced to pay after being given a feature they did not want.
Snapchat has commented on the situation but declined to remove the AI feature, instead promising to respond to feedback and to provide parental control filters and tools to ensure AI responses are age-appropriate. However, some people have found the AI experience to be enjoyable, pointing out that many of the 5 star reviews of the app sometimes also include complaints about the My AI feature.
This reveals the complexity of rolling out technology such as AI and the importance for companies to ensure that there are no unintended consequences as a result of AI becoming a part of the user’s daily experience. Snapchat’s My AI experience shows that this is not always the case and highlights the need for companies to be mindful of user feedback and privacy when introducing new features.
Snapchat is a technology and social media company headquartered in California that provides services based on user-generated content and artificial intelligence. Founded in 2011, Snapchat is the fourth most popular social media app in the United States, with an estimated 229 million users worldwide. Evan Spiegel, Bobby Murphy and Reggie Brown are the founders of Snapchat. It is known for its popular services like photo-sharing, video-sharing, messaging, and broadcasting services as well as its ever-expanding library of AI-driven experiences.
