Almost half of global consumers (43%) are keen for organizations to implement generative AI throughout customer interactions, according to research by Capgemini Research Institute.
In the firm’s latest global report, ‘Why consumers love generative AI’, it found that half of consumers are “excited” by the immersive and interactive experiences that this technology can enable.
It added that there is a good opportunity for businesses as generative AI tools are already a go-to for 70% of consumers when seeking recommendations for new products and services. The majority (64%) of consumers are open to making purchases based on these recommendations.
There is no significant variation across age groups and 67% of consumers are positively anticipating generative AI's ability to offer customised fashion and home décor recommendations specifically.
The research also found that the majority (51%) of consumers are aware of the latest trends in generative AI and have explored the tools.
The adoption of first-wave generative artificial intelligence (AI) tools has been remarkably consistent across age groups and geographies, with over half of all generations, including Baby Boomers, having used the technology.
Despite the potential for cyberattacks and deepfakes, consumer awareness of the risks is low. As a result, almost half (49%) of consumers remain unconcerned by the prospect of generative AI being used to create fake news stories.
Only 34% of respondents are concerned about phishing attacks.