Chart of the Week: Consumers grow wary of AI, don't trust companies on Responsible AI
Mi3's recent review of the AI priorities of Australia's 50 biggest listed companies revealed how important they felt it was to emphasise support for responsible AI. Consumers however, did not get the memo.
According to Australian data from a global survey by Qualtrics, only 14% of Australian consumers trust organisations to use AI responsibly, signalling a shift from initial excitement to growing scepticism.
The Australian data reveals almost nine out of 10 consumers (86%) put low trust in local organisations to use AI responsibly. That is reflected in their comfort levels with the technology, which have dropped 9% over the last year. Concerns regarding customer service when using AI have heightened too; specifically having a human agent to connect with (61%), misuse of personal data (56%), and the belief people will lose their jobs (54%).
Isabelle Zdatny, Customer Loyalty Specialist, Qualtrics told Mi3, “Consumers in Australia are some of the biggest sceptics anywhere in the world when it comes to AI. Companies are more excited than consumers about using AI, and there’s a lot of work to do to persuade people of the benefits. The best uses of AI right now in customer experience are when it’s focused on solving issues or problems people care about.”