News

Two-thirds of UK consumers don't trust AI

Efficacy of customer-facing AI called into question as executives claim men are favoured over women in training programmes

1 May 2020

A majority (63%) of UK customers are more likely to purchase products or services from companies able to demonstrate their use of bias-free artificial intelligence (AI) algorithms, as well as recommend these companies, according to new research from Genpact.

Unfortunately, AI is still riddled with bias. Globally, 77% of male and 75% of female senior executives said that men are more still more likely to be given opportunities for AI reskilling over women, despite an overwhelming demand to take advantage of this new technology. In the UK, 90% of surveyed workers said that they would be willing to retrain if it meant learning new AI skills.

However, according to Genpact, companies are failing to meet the demand for AI reskilling for a third consecutive year, despite the steady increase of AI in the workplace. Less than one in three (31%) of UK senior executives said that their companies offer AI-related reskilling opportunities.

This issue may result in the prevalent lack of trust in AI. Over two thirds (69%) of UK consumers expressed concern about AI discriminating against them, while 64% are anxious that AI will make decisions that affect them without them knowing about it.

The research suggests that in the current uncertain economic climate, the ability to provide effective products and services is more difficult than ever. In fact, Genpact CEO Tiger Tyagarajan believes that “businesses are being challenged like they never have been before”.

“In this unprecedented time, AI provides companies with a valuable tool to improve customer experience and mine data to engage with customers in a more personal, empathetic way. Our study suggests there is significant optimism shown by both consumers and employees if companies can demonstrate a responsible approach to AI. It is important that business leaders implement equitable training and fight AI bias,” he said.