Beyond Chatbots, Majority of Consumers are Open to AI in Legal, Medical or Financial Matters
21 Giugno 2023 - 3:00PM
Business Wire
Consumers are generally confident AI can
provide faster customer service, but worry about their privacy and
whether chatbots can respond to human emotions
People want transparency around how AI models
work, control over their own data, and to have real people verify
AI results
Almost ¾ of people are comfortable talking to an AI-powered
chatbot for a customer service issue, and about 55% are comfortable
with AI tech being part of their medical and financial matters,
according to new research from Qualtrics (Nasdaq: XM) – but most of
these people would still want to know that AI was involved.
The majority of people say they believe AI will eventually be
fully integrated throughout personal and professional work,
replacing some activities entirely. More than half (53%) said they
generally assume chat conversations with organizations are already
using AI. Still, people are not prepared to welcome AI technology
entirely.
Disclosure is Key for Consumers
While the majority of consumers recognize that AI technology is
here to stay, they still have some hesitation about when and how it
affects their lives. The majority (88%) of consumers want to know
if they’re interacting with something created by AI, with 41% of
consumers saying they always want to know.
In particular, consumers are most resistant to AI when it comes
to situations that often rely on confidentiality and can have
significant and long-lasting effects on their lives. They would
least like AI to be involved in legal, financial and medical
matters, even if the use of AI was disclosed. Older people are
especially resistant, with more than half of people 55 years and
older saying they would never be comfortable interacting with AI in
those situations.
Despite their overwhelming desire to know when AI is involved,
about a quarter (24%) of people still say they aren’t sure if they
have interacted directly with AI. Less tech-savvy people are even
less certain about whether they’ve encountered AI; 35% of people
who say they don’t use new technologies don’t know if they have or
not.
“AI has a lot of exciting potential as it’s moved from the realm
of data scientists and academia to becoming one of the fastest
growing consumer applications in history,” said Qualtrics Director
of Product Management Ellen Loeshelle, who is leading AI
development efforts at the company. “As AI is integrated into
businesses, leaders can strengthen customer trust and relationships
by being transparent about its use and focusing on protecting data
and privacy.”
Customer Service Chatbots as an Early Touchpoint for
AI
A popular early example of where people might encounter AI
technology is customer service chatbots, and people are also
generally comfortable with the idea of talking to them for their
customer service needs (72% said they are).
When it comes to AI-powered chatbots, 41% of consumers believe
the technology can provide faster customer service than human
representatives. Speed alone is not always enough to win over
customers, though. Nearly half of people who said they would switch
to a company with faster customer service said knowing it was
AI-powered service would make them think twice about switching, and
20% said it would prevent them from switching altogether.
When it comes to AI-powered customer service, people are not
confident in the accuracy of the service when compared with human
reps, and do not believe chatbots can respond to emotions
appropriately. An empathetic agent has more of an impact on overall
customer satisfaction than speed of service, according to Qualtrics
research.
Consumers are also concerned about the privacy of their personal
information when interacting with an AI-powered chatbot. Almost 60%
of consumers are at least somewhat concerned, while less than 10%
are not concerned at all.
Percentage of Consumers who
Agree
Percentage of Consumers who
Disagree
AI-powered chatbots can provide faster
customer service than humans can.
41%
25%
AI-powered chatbots can provide more
accurate customer service than humans can.
34%
31%
AI-powered chatbots can understand and
respond appropriately to emotions.
25%
47%
Ethical Responsibility Falls to AI Companies
The top concerns consumers have about the impact of AI are
replacing workers (58% are concerned about this), data and privacy
risks (40%) and creating and spreading misinformation (36%).
To alleviate their concerns about interacting with AI, about
half of consumers would like the ability to control whether their
own information was used to train an AI model, transparency about
what was used to train an AI model, and for a human to verify
anything created by an AI.
While multiple groups have some level of responsibility for the
ethical use of AI, including the company that uses AI as well as
the individual employees, consumers consider the companies that
create the technology to hold the most responsibility for ensuring
it is used ethically.
About Qualtrics
Qualtrics, the leader and creator of the experience management
category, is a cloud-native software provider that helps
organizations quickly identify and resolve points of friction
across all digital and human touchpoints in their business – so
they can retain their best customers and employees, protect their
revenue, and drive profitability. More than 18,750 organizations
around the world use Qualtrics’s advanced AI to listen, understand,
and take action. Qualtrics uses its vast universe of experience
data to form the largest database of human sentiment in the world.
Qualtrics is co-headquartered in Provo, Utah and Seattle, and
operates out of 28 offices globally. To learn more, please visit
qualtrics.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20230621676205/en/
Lauren Braun, Qualtrics press@qualtrics.com
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