New York, Dec 7 (PTI) Despite the growing interest inartificial intelligence (AI), nearly three-quarters ofconsumers are concerned about AI infringing on their privacy,according to a survey unveiled today.
The survey of over 5,000 people by global professionalservices firm Genpact also revealed that 59 per cent ofrespondents think their government should do more to protectpersonal data from AI.
"AI is a game-changer to improve the customer experience,yet real challenges remain regarding trust and privacy," saidSanjay Srivastava, Chief Digital Officer, Genpact.
"To encourage adoption, the key is to have visibilityinto AI decisions, and be able to track and explain the logicbehind them. Companies need to break through the 'black box'to drive better insights for their business and giveconsumers the assurance they need," Srivastava added.
In the survey, only 12 per cent of people said they wouldprefer to be served by a chatbot, even if the service theyreceive is faster and more accurate than that of a human.
"Yet over three times more executives (38 per cent) thinktheir customers will prefer service by a chatbot in threeyears," according to the survey.
Although companies continue to embrace AI, many potentialcustomers still have substantial fears, it said.
Nearly two thirds (63 per cent) of respondents in theconsumer study worry that AI will make decisions that willimpact their lives without their knowledge.
As many as 58 per cent of people surveyed do not feelcomfortable with companies using AI to access their data topersonalise and improve their experiences with a brand.
According to the survey, even with explosive growth ofhome digital assistants, chatbots, and smart sensors,consumers still perceive they have little contact with AI.
Less than half of those surveyed said they interact withsome form of AI regularly (ie, once a week or more). Inaddition, two in five (41 per cent) believe that AI has madeno difference to their lives.
However, the study also shows that younger generationsinteract with AI more frequently and cite its benefits.
They are twice as more likely than older people surveyedto say AI is making their lives better.
"Younger generations also do not need the human touchquite as much: Only one third of Gen-Z and millennialsstrongly agree that they prefer human interaction rather thanAI, compared to 57 per cent of baby boomers.
"AI, even in these early days, is the single biggestshift transforming how people interact with businesses andthe world around them," said Srivastava.
A previous Genpact study found that 88 per cent of seniorexecutives at companies that are leaders in AI expect thetechnology will drive better customer experiences withinthree years. PTI SARSAR.
This is unedited, unformatted feed from the Press Trust of India wire.