If you’ve recently done a search on Google and read the first answer that popped up at the top of your screen, you’ve interacted with AI Overview. Google began AI overviews in 2024, and since then they have been offering users quick answers to their questions, but they are not always 100% reliable.
MIT Technology Review published that just days after its release, users were already noticing questionable information being churned out by the AI overviews. So, can it be trusted and why should you as a business owner be concerned? One Stop Digital explores the worrying trends emerging with AI Overview, and how it’s affecting businesses like yours.
Spreading False Information About Your Company
Most business owners can probably agree about one thing: reputation is everything. One small rumour or a case of bad PR (even if it’s not true) can cost you thousands of dollars and lost customers for life. For various reasons, AI Overview has the danger of spreading incorrect information about your business from its operating hours to ownership. This doesn’t happen all the time, it’s a real risk you cannot afford.
Confusing Potential Customers
This potential of AI Overview to return inaccurate details about your business can cause major confusion among potential and even existing customers. Imagine if you’re a medical practitioner in Sydney and a patient who needs to know if your rooms are open, reads on AI Overview that you closed down last year. This can have devastating consequences.
Does AI Know The Context?
AI is very good at finding information, like a research assistant on automatic, but it cannot understand that information. For example, if someone searches for Ted’s Plumbers, and the AI cannot find any information online except for a negative review, it may return this information out of context. AI cannot gauge nuances such as tone, sarcasm, hypothetical scenarios etc. This can be a silent killer for any business.
AI Can’t Identify Authority
Another reason to be weary of AI as a business owner is that it cannot identify sources of authority. It simply scans millions of web sources to answer a user’s question but will not be able to tell the difference between an official announcement and public opinion. As a result, rumours and hearsay can creep into its search results.
The Information Gap
Google uses this term to describe information that is pulled from anywhere when reliable information is not available. Machines use algorithms to crawl the internet, pick up keywords and regurgitate information. In some cases, the AI might provide information about one of your competitors if they share keywords with your brand. Disaster!
Outdated Information
This one is a serious confusion catalyst and customer repellant. AI Overview can sometimes get dates mixed up, get the year wrong, and provide information about your business from ten years ago. Customers could be led to believing you offer a service which has been discontinued, or even give out an incorrect address if you haven’t updated it.
Countering Negative Impacts of AI: What Your Business Needs To Do Now
The good news is that there are ways to counter these negative impacts of AI on your business or marketing efforts.
- Create content from the ‘horse’s mouth’: If you consistently put out updated, correct, authoritative information about your business on the internet, AI Overview won’t have the chance to get it wrong.
- Monitor and test: Google alerts can help you keep an eye on your brand name and what AI responses are coming up in searches so you can act quickly to correct mistakes.
- Become credible and widely recognised: The more your brand name is mentioned across the web, from Google Business to social media, the more credible you will become and the easier it will be for customers to find accurate information.
While problems have been raised with the legitimacy of AI Overview’s information, the truth is that it is here to stay. Get one step ahead of AI. Let One Stop Digital help you create a credible, visible online presence with authoritative content and updated information about your business. Let’s talk.
