As generative AI continues to gain momentum, customer experience platform Disqo is beginning to track how consumers are reacting to the technology and its emerging applications.
Last March, Disqo began tracking consumer perceptions of generative AI in an initial survey of more than 30,000 consumers, assessing the differences brands need to know for successful adoption. I continued the same investigation in April to do so. Initial research reveals some unique challenges with generative AI, including low-level knowledge, overwhelming mistrust and demand for transparency stemming from concerns about how AI will affect the future became.
But according to the authors of Disqo’s latest report, the repeated exposure to generative AI and transparent communication is quickly easing the initial skepticism seen by consumers. Still, that knowledge increased in the lower strata, with consumers with “very low knowledge” dropping by 12 points over the course of the survey, but 61 percent of consumers still reporting “low knowledge.” .
Similarly, while usage remains low, it has exploded among certain groups. Overall, 14% of consumers have used generative AI, according to the company’s survey, which is an increase of 4 points (40%) from his February. Generation Z is the fastest-growing segment of generative AI users among US adults, with 20% reporting their experiences as positive, compared with negative ones. was only 7%.
Trust in this area is still a big challenge, but has improved slightly. According to the report, 54% of her users trust AI content “less” or “much more” than human content. Still, this represents a 6-point drop in trust among those who reported “much lower,” which the report’s authors said was positive among millennials and Gen X adults. I think it is gaining momentum. Gen Z is the only generation that has seen an increase in trust in AI.
I also found that different applications perceive it differently. To better understand this, Disqo asked consumers about the “suitability of using AI-generated content” in 12 different areas, from corporate materials to various forms of entertainment. The technology’s relevance was low in every category, but people still didn’t approve of it in more creative uses such as entertainment and news.
Many consumers (30 percent) said generative AI is not appropriate in any context for content, but marketing materials (27 percent), online courses (20 percent), corporate emails (19 percent), etc. There was a slight increase in acceptance in some areas of , although the number of approvals remained low. Resistance remains highest in categories such as music, film and TV production.
Consumers report low confidence in their ability to detect that content is AI-generated, but they also expect information to be disclosed when the technology is used. increase. According to the report’s authors, this transparency was sought by 86% of respondents, an unprecedented level despite consumers being more open to adopting the technology. is maintained.
As brands continue to experiment with AI, Disqo researchers say, “Consumer buy-in will be the determining factor in whether you stick with or lose to the next bright new thing.”
