A recent report by Capgemini Research Institute sheds light on the widespread awareness and adoption of generative AI among consumers.
The study found that a majority (51 per cent) of consumers are well-informed about the latest trends in generative AI and have actively explored the associated tools. Surprisingly, the adoption of first-wave generative AI tools remains consistent across different age groups and geographical locations, with more than half of all generations, including Baby Boomers, having utilised this technology.
The report, titled ‘Why consumers love generative AI,’ delves into how consumers worldwide are utilizing generative AI applications and how it has the potential to accelerate society’s digital future.
Among consumers who frequently engage with generative AI, the highest levels of satisfaction were reported in chatbots, gaming, and search use cases. However, generative AI platforms are also making their way into personal, day-to-day activities. Over 50 per cent of respondents expressed trust in generative AI for assistance with financial planning. Furthermore, a significant 67 per cent of consumers globally believe they could benefit from generative AI providing medical diagnoses and advice, while 63 per cent are excited about the technology’s potential to aid in more accurate and efficient drug discovery. Impressively, two-thirds (66 per cent) of consumers are open to seeking advice from generative AI for personal relationships, life decisions, and career planning. Notably, Baby Boomers emerged as the most likely age group (70 per cent) to utilize generative AI for these purposes.
However, the study also revealed a concerning lack of consumer awareness regarding the ethical concerns and potential misuse of generative AI. Despite the risks of cyberattacks and deepfakes, almost half (49 per cent) of consumers remain unconcerned about the creation of fake news stories using generative AI, and only 34 per cent expressed concerns about phishing attacks. Similarly, consumer awareness of the ethical implications of generative AI remains low, with only 33 per cent worried about copyright issues and even fewer (27 per cent) concerned about the use of generative AI algorithms for copying competitors’ product designs or formulas.
Niraj Parihar, CEO of the Insights & Data Global Business Line and member of the Group Executive Committee at Capgemini, highlighted the need for increased education and safeguards to address these concerns. While regulation plays a crucial role, businesses and technology partners must also take responsibility in providing the necessary education and enforcing ethical frameworks. Capgemini aims to assist clients in navigating generative AI by helping them identify relevant use cases and implementing safeguards to ensure the quality of its output. Parihar emphasized that the intelligence in generative AI stems from human experts who use these tools to assist and support their decision-making processes.
In addition to consumer perspectives, the report also sheds light on consumer behavior regarding product and service recommendations. Around 70 per cent of consumers rely on generative AI tools when seeking recommendations for new products and services. This presents a significant opportunity for businesses to leverage generative AI throughout customer interactions. Half of consumers are excited about the immersive and interactive experiences that generative AI can offer. Moreover, a majority (64 per cent) of consumers are open to making purchases based on generative AI recommendations. Age groups show no significant variation in this regard, and 67 per cent of consumers are eagerly anticipating generative AI’s ability to provide customized fashion and home décor recommendations.
Capgemini, through its dedicated AI Futures Lab, is actively collaborating with clients in various industries such as Life Sciences, Consumer Products & Retail, and Financial Services. The company focuses on developing tailored solutions that leverage the potential of generative AI within a trusted, secure, and ethical framework to drive tangible business impact.
The AI Futures Lab comprises a team of experts specialized in artificial intelligence from different Capgemini teams worldwide. Their primary focus is to monitor the evolution of the technology, research, and apply the most relevant use cases in generative AI for clients. By delivering assets, education, and awareness, the AI Futures Lab enriches Capgemini’s expertise in this field and enhances the value it brings to its clients.
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