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The consumer

Sees AI benefits but still prefers the human touch

Consumers are open to AI. But companies must heed data protection and privacy fears

You may not yet travel in a self-driving car, but artificial intelligence is already part of people’s lives. And businesses need to pay attention to how their customers are reacting.

The findings from our study of more than 5,000 people in the US, UK, and Australia show that while consumer interaction with AI is still low, people are recognizing that it brings benefits. But they have privacy and data protection concerns too.

The third part of our research series explores AI from the perspective of the consumer, and offers businesses five lessons to help AI plans meet customer expectations.