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Consumers Want Privacy, Better Data Protection from Artificial Intelligence, Finds New Genpact ResearchNEW YORK, Dec. 6, 2017 /PRNewswire/ -- Despite massive corporate investments in artificial intelligence (AI), nearly three-quarters of consumers are concerned about AI infringing on their privacy, according to a new study from Genpact, a global professional services firm focused on delivering digital transformation. The survey of more than 5,000 people across the United States, United Kingdom, and Australia also reveals that 59 percent of respondents think their government should do more to protect personal data from AI. Disconnect in corporate and customer views The consumer survey released today is the third in a three-part Genpact research series that offers a comprehensive view of AI adoption, readiness, and impact across three critical and disparate communities – the C-suite, workforce, and consumers. The first study, published in September 2017, explores the C-suite and senior management's perspective, and the second survey, released in November 2017, looks at workers' views. In the consumer research released today, only 12 percent of people surveyed say they would prefer to be served by a chatbot, even if the service they receive is faster and more accurate than that of a human. Yet over three times more executives (38 percent) think their customers will prefer service by a chatbot in three years, according to Genpact's senior management study. Companies need to lay the groundwork now to address this disconnect and pave the way for smooth AI adoption. Building trust with cautious consumers "AI is a game-changer to improve the customer experience, yet real challenges remain regarding trust and privacy," said Sanjay Srivastava, chief digital officer, Genpact. "To encourage adoption, the key is to have visibility into AI decisions, and be able to track and explain the logic behind them. Companies need to break through the 'black box' to drive better insights for their business and give consumers the assurance they need." Meeting consumer expectations today, and tomorrow However, the study also shows that younger generations interact with AI more frequently and cite its benefits. They are twice as more likely than older people surveyed to say AI is making their lives better. Younger generations also don't need the human touch quite as much: Only one third of Gen-Z and millennials strongly agree that they prefer human interaction rather than AI, compared to 57 percent of baby boomers. "AI, even in these early days, is the single biggest shift transforming how people interact with businesses and the world around them," said Srivastava. "The generational differences with AI adoption are critical to understand, especially as demographic shifts continue, and millennials and Gen-Z have greater impact on business decisions. The companies that will win in this new world are ones that seize AI's potential in a way that deeply understands and solves for consumers' concerns." For more details on this study, see The consumer: Sees AI benefits but still prefers the human touch. For views from the C-suite, read Genpact's first report, Is your business AI-ready?, and see The workforce: Staying ahead of artificial intelligence for second part in the series. Combined, these findings give businesses valuable insights on how to succeed with artificial intelligence. About the Research About Genpact For more information:
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