Consumers want AI guardrails, but few business leaders have policies in place

Businesses are rapidly adopting and marketing AI, despite consumers’ lack of trust in the technology, which can hurt a company’s bottom line.

In fact, research shows that customers’ purchase intent declines when product descriptions include AI terminology, largely because it decreases emotional trust. Consumer distrust is rooted in a perceived threat to their ethics and morals, including misinformation, disinformation and copyright infringement, as well as concerns over the accuracy of AI-generated outputs, Audrey Chee-Read, principal analyst at Forrester, told CX Dive in November.

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