There is a growing “trust gap” among consumers towards companies utilizing artificial intelligence (AI), with many expressing concerns about its potential unethical application, as indicated by a recent Salesforce survey.
On August 28, the customer relationship management software company shared survey results from over 14,000 consumers and businesses across 25 countries, revealing that almost three-quarters of customers are worried about AI being used unethically.
More than 40% of surveyed customers do not have confidence in companies using AI ethically, and nearly 70% stated that as AI technology progresses, it is increasingly important for companies to be trustworthy. Salesforce noted that since last year, respondents have become less receptive to using AI.
In its 2022 survey, over 80% of business buyers and 65% of consumers were willing to use AI to enhance experiences. These figures have decreased to 73% and 51%, respectively. Meanwhile, a separate survey conducted by market research firm Roy Morgan on August 28, involving nearly 1,500 Australians, found that almost 60% of respondents agreed that AI “generates more problems than it solves.”
Additionally, one in five respondents feared that by 2043, technology could pose a risk to human existence. This sentiment resonates with AI experts who, in a letter signed in May, concurred that addressing the threat of human extinction from AI should be a worldwide priority. Despite these surveys revealing an increasing mistrust of AI, another survey indicates that a majority of Americans are unfamiliar with, or have never used, what is arguably the most recognized AI chatbot.
An August 28 report from Pew Research, involving over 5,000 Americans, revealed that only 18% had actually used OpenAI’s ChatGPT.
Approximately one-fourth of the respondents had heard of the chatbot, and among those aware of ChatGPT, mostly individuals under 30 had used the bot at least once, with about 40% having done so. As the global discussion on AI regulation continues, individuals from both political spectrums in the U.S., who are aware of ChatGPT, are worried that the government is not implementing sufficient regulations on AI chatbot usage, with nearly 70% overall advocating for more stringent regulations.
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