Consumer Trust Gap Widens as Concerns About Ethical Use of AI Grow, Survey Finds
Summary:
Growing consumer concerns about the ethical use of artificial intelligence (AI) by companies have led to a trust gap, reveals a survey by Salesforce. Results from over 14,000 consumers and firms in 25 countries highlight that nearly 75% of customers worry about the unethical implementation of AI. Over 40% of respondents do not trust companies to use AI ethically. Meanwhile, a separate survey in Australia found that almost 60% of participants believe AI creates more problems than it solves. Additionally, an American survey shows that while a majority of respondents are unfamiliar with AI chatbot ChatGPT, concerns about government regulation of AI chatbots exist.
Consumers are expressing growing concerns about the ethical use of artificial intelligence (AI) by companies, leading to a "trust gap," according to a survey conducted by Salesforce. The survey, which involved over 14,000 consumers and firms across 25 countries, revealed that nearly 75% of customers are worried about the unethical implementation of AI. Furthermore, more than 40% of respondents do not trust companies to use AI ethically, and nearly 70% believe that it is crucial for companies to be trustworthy as AI technology advances.
The survey by Salesforce also highlighted a decrease in openness towards using AI compared to the previous year. In the 2022 survey, over 80% of business buyers and 65% of consumers were willing to embrace AI for improving experiences. However, these figures have dropped to 73% and 51% respectively.
In a separate study conducted in Australia by market research firm Roy Morgan, around 60% of participants agreed that AI "creates more problems than it solves." Additionally, one in five respondents believed that AI poses a risk of human extinction by 2043, echoing concerns raised by AI experts in a letter signed earlier this year. The survey was conducted alongside the newly formed lobby group Campaign for AI Safety.
Despite these growing doubts about AI, a majority of Americans surveyed in an Aug. 28 report by Pew Research were not familiar with OpenAI's popular AI chatbot, ChatGPT. Only 18% of respondents had actually used ChatGPT, while approximately a quarter had heard of it. Those under 30 years old were the most frequent users of the chatbot, making up around 40% of those who had utilized it. The report also indicated that men, individuals under 30, and those with postgraduate education were the most likely to have used ChatGPT.
As the global debate on AI regulation continues, both sides of the political spectrum in the US, accounting for nearly 70% of those aware of ChatGPT, expressed concerns about insufficient government regulation of AI chatbot usage.
Published At
8/29/2023 5:50:00 AM
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