Over 75% Of Consumers Are Concerned About Misinformation From Artificial Intelligence
A survey shows that 76% of consumers are concerned with misinformation from artificial intelligence (AI) tools such as Google Bard, ChatGPT, and Bing Chat. Fifty-four percent of those surveyed believe they can tell the difference between content written by a human and that generated by automated chatbots. With AI integration becoming more prevalent in businesses, understanding consumer sentiment will likely be useful in how companies make decisions regarding AI in the years ahead.
Key Takeaways
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Over 40% report wanting to use artificial intelligence to respond to text messages
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Over 40% would use artificial intelligence to get financial advice
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The majority of consumers would still trust a business that uses artificial intelligence
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Over 75% Are Concerned About Artificial Intelligence Causing Job Loss
Our survey highlights a significant concern among consumers regarding the potential impact of AI on employment. Most survey respondents (77%) are concerned AI will cause job loss within the next 12 months. Forty-four percent said they were very concerned, while 33% were somewhat concerned. Thirteen percent were neither concerned nor unconcerned, and a combined 10% were somewhat or very unconcerned.
These results suggest that, as AI becomes more integrated into various industries, the fear of job displacement presents a significant concern. Based on what our survey found, strategies such as re-skilling programs, job transition support, and educational initiatives could play a role in addressing these concerns and help workers adapt to the changing job landscape.
Over 65% Would Use ChatGPT Instead of Search Engines
Our survey reveals a growing inclination among consumers to use AI language model tools such as ChatGPT for searching for information or answers. Sixty-seven percent of respondents indicated they would be likely to use ChatGPT or similar tools instead of traditional search engines such as Google. Specifically, 37% reported being very likely, and 30% were somewhat likely, to make the switch. Meanwhile, 15% were neither likely nor unlikely, and a combined 18% were somewhat or very unlikely to use AI language models over search engines.
This trend highlights the potential for AI language models to revolutionize the way people search and interact with information online. It also suggests that businesses may want to consider investing in AI-driven solutions to provide a more personalized and efficient user experience.
The Top Ways Consumers Plan To Use AI
Our survey offers a glimpse into how consumers plan to incorporate AI into their everyday activities. Results reveal people are interested in using AI to assist with tasks such as replying to texts or emails from friends and colleagues (45%), finding answers to financial questions (43%), and putting together travel itineraries (38%). AI is viewed as a helpful resource for writing emails (31%), getting ready for job interviews (30%), creating social media posts (25%), and breaking down complex or lengthy information (19%).
While 6% of the respondents were uncertain about how they could potentially use AI, 11% expressed that they weren’t inclined to use AI for any particular reason.
These discoveries demonstrate the expansive range of AI applications and their capability to make a positive difference in multiple areas of our lives. As AI evolves, we are poised to see new ways to tackle complex topics as well as more efficient ways to do everyday things.
The Majority of Consumers Are Concerned About Businesses Using Artificial Intelligence
The survey data reveals that a majority of consumers express concerns about various AI applications in businesses. For example, 41% of respondents are very concerned and 29% are somewhat concerned about AI-generated product descriptions. In the case of product reviews, 29% are very concerned and 32% are somewhat concerned. Likewise, 27% are very concerned and 31% are somewhat concerned about chatbots answering questions, while 29% are very concerned and 30% are somewhat concerned about AI in job applications.
Additionally, consumers show apprehension about AI being used for music, movie, and TV show recommendations, with 26% and 27% being very concerned, respectively. Personalized advertising raises concerns as well, with 35% of respondents being very concerned.
These findings indicate that consumers are cautious about the growing use of AI in various aspects of business. This suggests a consumer demand for transparency and ethical AI practices to foster trust between businesses and their customers.
Over 60% Report They’d Still Trust Businesses That Use Artificial Intelligence
Although concerns about AI usage persist, a substantial number of consumers (65%) still trust businesses that use AI technology. Our survey data reveals that 33% of respondents are very likely to trust a business using AI, while 32% are somewhat likely. Interestingly, 21% of participants remain neutral on this issue, neither likely nor unlikely to trust a company employing AI. However, it's worth noting that 7% of respondents are somewhat unlikely, and another 7% are very unlikely, to trust a business that implements AI whatsoever.
Over 75% Are Concerned About Misinformation From Artificial Intelligence
Misinformation is a significant concern for consumers when it comes to AI implementation in businesses. According to the survey data, a combined 76% of respondents express concern about AI causing misinformation on a business's website, with 43% being very concerned and 33% somewhat concerned. On the other hand, 14% remain neutral, neither concerned nor unconcerned about the possibility of AI-induced misinformation. Only a small percentage, 4%, and 5% are somewhat unconcerned or very unconcerned, respectively.
These insights highlight the importance of businesses focusing on the accuracy and trustworthiness of AI-generated content. By showcasing responsible AI use and its capacity to offer reliable information, businesses can build and maintain consumer trust in the era of AI solutions.
Consumers Believe AI Can Improve the Customer Experience
Our survey also explored consumers’ views on how AI can improve the customer experience when interacting with a brand. According to the respondents, 54% believe AI can enhance long-form written content, such as website content. Instant messaging, including chatbots, was seen as a potential area for improvement by 53% of participants, while 46% thought text messages and 48% considered emails could benefit from AI integration.
Furthermore, 39% of consumers felt that AI could improve phone calls, and 40% saw potential in personalized advertising. Personalized services, such as product recommendations, were identified by 37% of respondents as an area where AI could make a positive impact. However, 5% were unsure about AI’s role in enhancing customer experience, and 8% didn’t think AI could improve anything in this regard.
These findings indicate that many consumers recognize the potential of AI in elevating various aspects of the customer experience, offering businesses an opportunity to leverage AI technology to meet and exceed customer expectations.
Types of Data That Consumers Approve of Businesses Using AI
Our survey also explored the types of data that consumers approve of businesses using AI to analyze. A majority of respondents, 55%, were comfortable with AI analyzing their social media usage and engagement. About 48% approved of AI analyzing their prior purchases and actions, as well as their driving behavior and locations they drive to.
Other areas where consumers were more receptive to AI analysis included movies and shows they watch (45%) and the music they listen to (41%). However, respondents were less comfortable with AI analyzing their text messages (33%) and phone conversations (21%). While 5% of participants were unsure about their stance, 3% didn't approve of AI in any of the mentioned situations, and 9% didn't approve of businesses using AI at all.
These insights reveal that consumers have varying levels of comfort when it comes to AI analyzing different types of personal data, and businesses should be mindful of this when implementing AI solutions to maintain consumer trust and ensure privacy.
Conclusion
The Forbes Advisor survey reveals a complex landscape of consumer opinions and concerns about artificial intelligence. While many people acknowledge the potential benefits of AI in improving customer experience and see value in using AI tools such as ChatGPT, concerns about job loss, misinformation, and data privacy persist. The majority of consumers are still willing to trust businesses that use AI responsibly and ethically.
To succeed in this evolving landscape, businesses may need to strike a balance between leveraging AI for its potential benefits and addressing consumer concerns. This requires careful attention to accuracy, transparency, and ethical use of personal data. By addressing these concerns and demonstrating the value of AI-powered solutions, businesses can build trust and capitalize on the transformative potential of artificial intelligence.
Source: Forbes