How Consumers and Businesses Perceive AI

How Consumers and Businesses Perceive AI 

What 5,004 consumers and 1,250 IT decision-makers had to say

Only 33% of consumers today trust AI. But they believe mainstream usage of AI has nearly doubled from five years ago, and that usage will only grow in the coming years.

The AI experience with consumers

Though only one in three consumers trust AI, more than half (57%) are aware of the role AI plays in their everyday life, and 50% believe that role is a positive one.

Where do consumers see AI in everyday life?

64% in smart homes

63% with facial recognition

57% with personal smartphones and tablets

54% in retail

52% in gaming

52% on social media

In what areas is AI becoming a key technology?

50% say social media

46% say customer service

46% say entertainment

46% say health

44% say transportation

42% say advertising and marketing

40% say retail and commerce

The current perception of AI among consumers

Consumers are becoming more aware of AI and some of its applications, but are wary about its growth. Nearly four in ten people are excited about what AI can help create, but only if there are regulations around it. The idea of untethered artificial intelligence is a scary thought for most consumers.

How do consumers currently view AI?

38% positive but needs to be regulated

26% neutral

20% skeptical but inevitable

9% very positive with transformative powers

7% negative and worried about it

Where consumers learn about AI:

43% from news media

33% from social media

25% from companies they communicate with

25% from non-fiction books, documentaries, and TV

24% from science fiction

Where should businesses focus their efforts?

AI isn’t going away, so organizations must demonstrate its strengths and good qualities to consumers. While only about half of consumers view AI as a positive development, businesses offer more praise. 

Nearly three in four IT decision-makers (72%) believe AI is having a positive business impact that their organization fully supports. And 86% feel the cloud is essential to fully leverage AI and machine learning technologies.

The increase in AI and ML technologies puts pressure on organizations

91% feel their company is under some or great pressure to incorporate AI/ML into its strategy

82% think future employees won’t join AI/ML companies over fears of job loss

62% believe fear of the technology is holding back development

And only 46% believe AI is heading in a positive direction

There’s hope on the horizon, though. 69% believe AI will be a major game changer in the next five years, and 68% trust businesses to use the technology ethically. That means companies have an opportunity to share new developments with companies in ways that build trust and understanding.

After all, 57% of IT professionals think their real-world experience shapes their perception, but only 46% think the same about consumers. There’s an educational gap that can be filled. 

What are the main factors driving AI/ML trajectory?

56% Investment in the technology

46% Scale of adoption and implementation into everyday life

40% Training and familiarity

37% Regulation and policy

28% Technology maturity

What departments have the biggest AI and ML potential?

48% IT

44% Operations

36% Finance

26% Customer Service

25% HR 

Download the full report for more insights and learn how AI perception can shape your business.