Capgemini-创造性和生成性人工智能（英）-2023-66页_4mb

Get the Future You Want

Generative AI in Consumer Context

Executive Summary

• Consumers across all age groups are highly aware of generative AI and more than half use the technology.
• High levels of trust in generative AI-based interactions exist, with 73% trusting AI-generated content.
• It is important for consumers to use these tools cautiously and verify information provided.
• Businesses should leverage generative AI for brand engagement and design safe, unbiased systems.
• Regulators must strengthen legislation to protect consumers through better disclosure, accountability, and user control.

Key Consumer Insights

Adoption and Usage

• Awareness & Usage:

  • 51% aware/use generative AI tools
  • Growth seen in all age groups, with baby boomers leading in awareness

• Primary Uses：

  • Content generation (52%)
  • Creative brainstorming (28%)
  • Gaming (21-11%)
  • Chatbots (13-15%)

Trust and Perception

• Trust Levels：

  • 73% globally trust AI-content, with highest trust in Norway (79%)
  • Little variation across age groups, higher among higher income households

• Not Concerned About：

  • Half (49-59%) unconcerned about fake news/deepfakes
  • Particularly Millennials less concerned than other groups

Consumer Purchase Behavior

• Recommendations：

  • 70% seek product recommendations via AI instead of search
  • Fewer concerns for suggestive, personalized experiences

• Willingness to Pay：

  • 69% willing to pay same for generative AI services
  • 30% willing to pay more for AI-powered tax services or travel agents

Guideline Framework

For Organizations

1. Leverage for Brand Engagement

   • Use for sales, marketing, and personalized customer experiences
   • Create lifetime brand avatars

2. Design Safer Systems

   • Focus on training-quality datasets
   • Implement clear input-output protocols

For Consumers

1. Use Generative AI Cautiously
   • Verify critical information
   • Be aware of phishing, impersonation risks
   • Be aware of ownership/rights when creating AI art/copyright

Conclusion

Generative AI adoption is growing rapidly across all demographics. High levels of consumer trust exist, which organizations should responsibly leverage for customer experience enhancement while regulators establish clearer frameworks, consumer attention remaining on safe use practices and awareness of bias/hallucination risks.