This picture taken on September 27, 2016 shows Toyota Motors new concept planning department project general manager Fuminori Kataoka (L) and president of the mid-size vehicle company and the senior managing officer of Toyota Motors Moritaka Yoshida (R) displaying the company's new communication robot 'Kirobo Mini' during a press preview in Tokyo. Equipped with artificial intelligence and a built-in camera, the robot is capable of recognising the face of the person speaking to him and responding in unscripted conversation or even starting a chat. / AFP PHOTO / TOSHIFUMI KITAMURA
Consumers might be getting used to having artificial intelligence (AI) help them save time and money, but many aren’t ready to get too chummy with a machine, a survey by Gartner finds.
Gartner research director Anthony Mullen reveals that 52% of respondents do not want AI to analyse their facial expressions to understand how they feel while 63% do not want AI to take an always-on listening approach to get to know them better.
However, 70% are comfortable with AI analysing their vital signs and for identification of voice and facial features to keep transactions secure.
“Consumers are ready for a new relationship with AI technologies, but have clear preferences about how they want that relationship to occur,” says Mullen.
Gen Z (those aged 8-23 years old) are slightly more comfortable with treating AI as a companion, with 11% agreeing to such a use, compared to 7% of the respondents in general.
Another Gartner research director, Stephanie Baghdassarian says this comes down to how consumers from different age groups are driven by the different motives for letting AI observe them.
“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,” says Baghdassarian.
The main reason to use AI still comes down to time and costs savings, with 58% of respondents agreeing they would use AI if it helps them save time by taking over some tasks, while 53% would use AI if it helps them save money
“AI is among the technologies that consumers consider using for tangible and more ‘serious’ benefits, as opposed to socialising, projecting self-image and having fun – three common reasons for using other personal technologies,” she says.
The idea of using AI for accessing information – like asking Google Assistant random questions – is more popular with the elderly, with 61% of those aged 65-74 years old preferring such a use, compared to 47% of respondents in general.
Mullen says another key concern with is privacy, as consumers are sceptical about the use of AI with 65% believing it would damage their privacy rather than improve it.
“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,” he says.
The results are based on the Gartner’s consumer AI perceptions study, conducted online between January and February 2018, which has 4,019 respondents from the United States and Britain.
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