Generative AI: High trust & low risk awareness

A recent study by the Capgemini Research Institute confirms that consumers have a high level of trust in generative AI. Risk awareness of the dangers posed by this technology trend, on the other hand, appears to be alarmingly low.

In the emerging world of artificial intelligence (AI), generative AI is arguably the most spectacular technology trend at the moment. A new study by Capgemini Research Institute has revealed that consumers around the world show a high level of trust and are open to seeking advice from AI on important life issues. However, as the study, titled “Why consumers love generative AI,” also shows, the high level of acceptance is offset by a significant lack of awareness of the associated risks.

Generative AI on the rise

Generative AI tools have quickly become an integral part of many people’s personal and professional lives. The study found that 51 percent of consumers worldwide are following the latest trends in this area and have already tried relevant tools. This trend does not seem to be limited to any particular age group either – even the older baby boomer generation shows a high level of acceptance.

Trust in AI advice

Of particular interest is the willingness of consumers to seek advice on important life decisions from generative AI. The study shows that 53 percent of respondents already use corresponding tools for their financial planning. In addition, 67 percent would benefit from medical diagnoses and advice from generative AI. Further, there is great interest in using such technologies in the development of new medicines (63 percent) and in personal relationships and life or career planning (66 percent). It is particularly noteworthy that the baby boomer generation shows the highest willingness in this regard.

Low awareness of risks

Although such advanced tools offer many benefits, they also bring risks. The study shows that consumers’ awareness of such dangers is shockingly low. Less than half of respondents (49 percent) worry that generative AI can be used to create misinformation or fake news. Even fewer, just 34 percent, are concerned about AI-assisted phishing attacks. Awareness of ethical concerns is also low: only 33 percent consider possible copyright issues, and only 27 percent fear copying of product designs and formulas by competing companies.

The power of customer experience

A key finding from the study is that generative AI can improve the customer experience. 62 percent of respondents support its use in marketing and advertising as long as it does not negatively impact their overall experience. Many consumers want companies to integrate generative AI into customer interactions to provide personalized recommendations (67 percent). In addition, 70 percent actively seek recommendations for new products and services through generative AI tools and would make purchases based on those recommendations (64 percent).

Awareness of risks must be raised

Overall, the Capgemini Research Institute study shows that consumers are open to generative AI. They are willing to use the technology in various areas of their lives. However, it is important to raise awareness of the associated risks and to take ethical concerns into account.

Source: Capgemini Research Institute