A global consumer survey from Salesforce shows a growing distrust toward firms that use AI, while an Australian survey found most believe it creates more problems than it solves.
Consumers are developing a widening “trust gap” with companies using artificial intelligence, with many airing concerns about the potential unethical use of the technology, according to a new Salesforce survey.
On Aug. 28 the customer relationship software firm released survey results from over 14,000 consumers and firms in 25 countries that suggested nearly three-quarters of customers are concerned about the unethical use of AI.
Over 40% of surveyed customers do not trust companies to use AI ethically and nearly 70% said it’s more important for companies to be trustworthy as AI tech advances.
One thing’s clear: there’s risk of an AI trust gap.
As more and more businesses use AI, it’s on the brands to earn their customers’ trust.
— Salesforce (@salesforce) August 28, 2023
Salesforce highlighted that respondents have become less open to using AI since last year.
In its 2022 survey, over 80% of business buyers and 65% of consumers were open to using AI to improve experiences — both have dropped respectively to 73% and 51%.
More problems than it solves
Meanwhile, a separate survey of nearly 1,500 Australians released Aug. 28 by market research firm Roy Morgan found nearly 60% of those surveyed agreed AI “creates more problems than it solves.”
One in five also believed the tech would risk human extinction by 2043 — echoing fears from AI pundits who signed a letter in May agreeing that mitigating human extinction risks from AI should be a global priority.
Roy Morgan’s survey was conducted alongside the newly formed lobby group Campaign for AI Safety. Source: Roy Morgan
However, despite the two recent showing a growing distrust of AI, another shows a majority in the United States haven’t heard of — let alone even used — what’s arguably the most widely-known AI chatbot.
An Aug. 28 Pew Research report of over 5,000 Americans found that 18% had actually used OpenAI’s ChatGPT.
Around a quarter overall had heard of the chatbot and of the ChatGPT-aware cohort it was mostly those under 30 years old — around 40% — who had used the bot at least once.
Men, those under 30 and those with a postgraduate education were the most likely to have ever used ChatGPT. Source: Pew Research
As a global debate on how to regulate AI takes place — both sides of the U.S. political aisle that are aware of ChatGPT, nearly 70% overall, cited a greater concern about the government not going far enough in regulating AI chatbot use.
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