Consumer Confidence Surges: 70% Place Trust in Generative AI

70% of users stated they trust content generated by ChatGPT and other generative AI techniques

Most customers (51%) know the newest advances in generative AI and have investigated the technologies. The use of first-generation generative artificial intelligence (AI) tools has been impressively constant across age groups and countries, with the technology being used by more than 50% of all generations, including Baby Boomers. The newest Capgemini Research Institute paper, 'Why consumers love generative AI,' investigates how consumers worldwide use generative AI apps and how it might be the key to advancing society's digital future.

 Generative AI: Customers that often utilize generative AI are most happy with chatbots, games, and search use cases. But generative AI platforms are also utilized for personal, day-to-day tasks; more than half of respondents (53%) believe generative AI may help financial planning. Globally, 67% of consumers believe they would benefit from medical diagnoses and guidance from generative AI, and 63% are thrilled about the idea of generative AI assisting with more accurate and efficient drug discovery. Furthermore, two-thirds (66%) of consumers are willing to seek guidance from generative AI for personal relationships or life and work goals, with Baby Boomers (70%) being the most accommodating. Likely that age group does so.

 Consumer knowledge of ethical issues and the abuse of generative AI is minimal: Despite the possibility of hacks and deep fakes, consumer knowledge of the dangers remains minimal. As a result, over half of consumers (49%) are indifferent about the possibility of generative AI being used to generate fake news articles. Just 34% of those polled are worried about phishing attempts. Consumer knowledge of generative AI's ethical problems could be higher, with only 33% concerned about copyright issues and even fewer (27%) discussing using generative AI algorithms to replicate rivals' product designs or formulae.

70% of customers seek advice on new goods and services: Over half of customers (43%) want firms to use generative AI in customer interactions, and half are enthused about the highly immersive and engaging experiences that this technology might provide.

Businesses have a strong chance since generative AI tools are currently a go-to for 70% of customers seeking suggestions for new products and services, and the majority (64%) are willing to make purchases based on these recommendations. There is no substantial difference across age groups, and 67% of customers are excited about generative AI's capacity to deliver personalized fashion and home décor ideas.

 The AI Futures Lab will have a tangible business impact: Capgemini collaborates with customers on AI and generative AI to meet their specific business requirements, notably in Health Sciences, Consumer Goods & Retail, and Financial Services. Capgemini's AI Futures Lab focuses on providing customized solutions for customers to utilize the promise of generative AI in a trustworthy, safe, and ethical framework to provide meaningful business impact.

The AI Futures Lab is a dedicated team of professionals from various Capgemini teams worldwide focused on tracking technological evolutions and investigating and implementing the most important use cases in generative AI for customers. The AI Futures Lab develops and distributes assets, education, and awareness to enhance Capgemini's growing competence in this subject and its value to customers.