The Role of AI in Online Reviews
Abstract
The rapid adoption of large language models (LLMs) creates new opportunities for strategic content generation on online platforms, including potentially harmful forms of manipulation that may undermine platform effectiveness and reshape platform dynamics. However, measuring such activity is difficult because AI-generated content is rarely directly observable. We introduce an empirical approach that leverages discrete LLM supply shocks - abrupt changes in model prices and capabilities, and contrasts verified with non-verified reviews to identify changes in platform activity associated with generative AI supply improvements. We apply this approach to more than 13 million reviews from Trustpilot, one of the leading online platforms for business reviews. A robust finding is that following LLM supply shocks, unverified reviews shift toward greater negativity: more 1-stars, fewer 5-stars, and lower ratings, with effects driven primarily by new model releases and concentrated among firms with the lowest and highest review volumes, suggesting that strategic AI use may reshape platform competition dynamics. We further find that LLM supply shocks trigger short, concentrated bursts of review activity. Together, these findings suggest that generative AI is already reshaping how reputation and competition operate on online platforms.
