(Outlet: Harvard Business Review) Large language models (LLMs) provide a search experience that’s dramatically different from the web-browser experience. The biggest difference is this: LLMs promise to answer queries not with links, as web browsers do, but with answers. Increasingly, using apps such as ChatGPT or Perplexity, or search portals such as Google’s Search Generative Experience (now AI Overviews) or Bing’s Copilot, customers will learn about products and brands through natural-language outputs. And that process, which will be highly consultative and conversational, will create a new information pipeline that marketers need to monitor to ensure their brands are presented for relevant prompts and described accurately.
AI at Wharton Faculty Co-Director Stefano Puntoni and coauthors Mike Ensing and Jarvis Bowers present three ways for marketers to rise to this challenge.
