Source: Gartner (September 2018)
Consumers Are Uncomfortable With Emotion AI
“Consumers are ready for a new relationship with AI technologies, but have clear preferences about how they want that relationship to occur,” said Anthony Mullen, research director at Gartner.
The survey also found that more than 70 percent of respondents feel comfortable with AI analyzing their vital signs, and with AI identification of voice and facial features to keep transactions secure.
Nevertheless, when it comes to AI examining emotion in voices or facial expressions, 52 percent of respondents do not want AI to analyze their facial expressions to understand how they feel. Furthermore, 63 percent do not want AI to take an always-on listening approach to get to know them better.
“Not all consumers are driven by the same motives for letting AI observe them,” said Ms. Baghdassarian. “Millennials care about AI understanding them better and adapting interactions based on what they do, feel and need. Baby boomers seek safety and security when they let AI observe them. Generation Xers are close to millennials in terms of attitude toward AI understanding their needs, and close to baby boomers when it comes to safety and security.”
Privacy Is a Concern
When it comes to privacy, consumers are skeptical about the use of AI and are concerned about what it may mean.
“Sixty-five percent of respondents believe that AI will destroy their privacy, rather than improve it,” said Mr. Mullen. “As the shift to communicate with systems from humans to machines will accelerate, IT leaders must tailor AI’s approaches to customer engagement by persona to persona in order to cater for varying views and preferences. In addition, they need to respect user privacy as well as use AI tools to support privacy and transparency goals.”
Gartner clients can read more in the Gartner reports titled “Market Insight: Accelerate Consumer Adoption of AI by Addressing Efficiency, Security and Sentiment” and “Market Insight: How Consumers Want Your AI to Interact With Them — Interfaces, Trust and Autonomy.”
The results are based on the 2018 Gartner consumer AI perceptions study, conducted online during January and February 2018 among 4,019 respondents in the U.S. and the U.K.
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