What are your thoughts around customer sentiment on usage of AI in products and best practices for how to communicate and surface that in product?  

2k views1 Upvote5 Comments
CPO in Software, 2 - 10 employees
Customer sentiment towards the usage of AI in products can vary widely depending on the context and the specific use case. I think it's always going to be mixed - just like any other technology, especially in the initial years of it. Teams should clearly communicate where and when is AI being used in the product and to what extent. And along with that, also show the benefits of doing so as compared to using non-AI solutions. But more importantly, be clear about data usage and give customers the control how they prefer to use AI to tweak things to their needs.
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VP of Marketing & Solutions — Artificial Intelligence in Software, 10,001+ employees
I believe it depends on the context in which AI will be used and the purpose it will be used for. Is it a B2B or a B2C scenario? Does it really make my life easier vs. does it impact my position? Am I in control or is AI taking over completely? How accurate are the results and how important is that (movie recommendations vs liquidity forecasting)? The nuances vary based on different factors. For the latest generative AI capabilities, Microsoft (Bing or Outlook iOS app) and Google (Bard) already give good examples how to inform users >> “summaries might be incorrect, language might be offensive/ biased, results don’t represent the company’s views”
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Chief Technology Officer in Software, 11 - 50 employees
customers has started trusting AI. Implementing Explainable AI (Explainability) that how exactly a model is working and bringing that surface to the customers whoever is interested to know can help gaining more trust and confidence from the customers.
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CISO in Insurance (except health), 5,001 - 10,000 employees
There seems to be a lot of confusion surrounding AI for everyone now we are finally seeing the potential good and bad of AI. Consumers do no seem to be educated enough and have a hard time identifying AI in use. Customers are even more in the dark as companies that are using AI do not seem to be transparent so customers can identity AI in use. 

I do believe once there is more awareness customers and consumers will need to be impowered to understand when AI is use. Transparency is best practice with the ability to appeal any AI decisions based on some criteria. 
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CISO in Software, 10,001+ employees
A good paper on this overall area. https://team8.vc/rethink/cyber/a-cisos-guide-generative-ai-and-chatgpt-enterprise-risks/
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