致爱康国宾：危机公关时不要用 AI 写稿

Core Viewpoint - The article discusses the crisis communication failure of iKang Guobin in response to a customer's cancer diagnosis, highlighting the inadequacy of AI-generated responses in building trust during critical moments [3][4][19]. Group 1: Company Response - iKang Guobin's CEO stated that one cannot expect comprehensive disease detection from a low-cost health check, which became a focal point of public criticism [4]. - The company's reaction involved a strong denial and legal action against the customer, rather than addressing the emotional concerns of the public [3][10]. Group 2: AI in Crisis Communication - The article suggests that the company's public statement may have been generated by AI, characterized by a template-like structure and lack of genuine human emotion [5][6]. - AI's inability to convey trust and authenticity in communication is emphasized, as it lacks personal experience, intent, and accountability [8][9]. Group 3: Human Element in Communication - Effective crisis communication requires human empathy and the ability to acknowledge emotions, which AI cannot replicate [10][20]. - The absence of human oversight in AI-generated responses can lead to the amplification of irrational emotions and poor decision-making [12][15]. Group 4: Broader Implications - The reliance on AI for communication reflects a broader issue of undervaluing genuine human interaction in corporate settings [17]. - The article argues that communication should be viewed as a relational process rather than a mere transactional task, emphasizing the need for time and emotional investment [20].