1 + 1<2? Unveiling the impact of AI-assisted disclosure on service satisfaction in professional services

AI-assisted human employees have become widespread, particularly in professional services such as healthcare, law, and management consulting. However, little is known about how consumers respond to AI-assisted employees in professional services. This study examines how disclosing AI-assisted employees in professional services impacts service satisfaction and explores the underlying mechanisms and boundary conditions. Through six experiments (N = 1664), we find that disclosing (vs. non-disclosure) AI-assisted employees leads consumers to infer that the employees possess lower professional competence , negatively affecting satisfaction. This effect disappears when consumers perceive AI to have high capability. Moreover, the negative impact is mitigated when a complementary capability or self-selection disclosure strategy is employed. This research provides new insights into the impact of human-AI collaboration and AI disclosure in service delivery . The findings also offer practical implications for organizations and employees using AI assistance in professional service. • Disclosing (vs. non-disclosure) AI-assisted employees in professional services negatively impact satisfaction. • Perceived employee professional competence mediates the impact of AI-assisted disclosure on satisfaction. • When consumers’ perceived AI capability is high, the negative effects of AI-assisted disclosure disappear. • Adopting a complementary capability disclosure strategy can alleviate the negative impact of AI-assisted disclosure. • Adopting a self-selection disclosure strategy can diminish the negative impact of AI-assisted disclosure.