Gartner Research

Market Insight: How Consumers Want Your AI to Interact With Them — Interfaces, Trust and Autonomy

Published: 07 June 2018

ID: G00356574

Analyst(s): Anthony Mullen , Todd Berkowitz


Shifting the burden of learning how to communicate with systems from humans to machines opens the possibility of new dialogues and experiences. Technology product management leaders must carefully select use cases and measure use of anthropomorphic designs and explore varying levels of AI autonomy.

Table Of Contents


  • Shifting the Burden of Learning and the New Dialogue
  • Consumers Are Ready for a New Relationship With AI Technologies, but Have Clear Preferences
    • Consumers Have Clear Needs and Concerns They Want to See Met When AI Is Used
    • Permission to Automate Varies by Use Case
    • Humans Versus AI
    • Users Are Clear in How They Want AI to Interact With Them

Background and Context

  • With Little Effort, We Can Communicate What We Are Doing and How We Are Feeling
    • What We Are Doing
    • How We Are Feeling
    • What We Are Saying
    • Shared Context

The Impact


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