69% of Consumers Enjoy Interactions with and Value the Benefits of Artificial Intelligence


"Artificial intelligence has arrived, and most consumers have crossed paths with it, reports MediaPost. This could be using chatbots for customer service, using facial recognition for identification or having voice conversations with a digital assistant through a smart speaker or smartphone."

According to AudienceSCAN, 13.1% of U.S. adults classify themselves as early adopters of new technology. Almost 12% of U.S. adults also say they work with technology and gadgets in their free time. Together, these adults make up Techies who are interested in technological advancements such as AI. Nearly 25% of this audience are between the ages of 35 and 44 and 48.7% live in the suburbs.

"A new global study found that nearly three-​quarters (73%) of consumers are aware of having had interactions enabled by artificial intelligence."

"The study comprised a survey of 10,000 consumers in 10 countries conducted by Capgemini."

Nearly 34% of Techies own voice-​activated smart speakers, according to AudienceSCAN. Also, 52.2% have searched for nearby stores/​retailers using a mobile device in the past six months. This kind of search is generally conducted through a voice-​activated assistant, such as Siri.

"Although the majority (69%) of consumers were satisfied with their AI-​enabled interactions, most (55%) would prefer that interactions occur with a mix of AI and humans."

"Consumers who are aware of interacting with artificial intelligence experience various benefits. Here are the benefits experienced by 5,000 consumers who knew and were satisfied with AI interactions:

  • 63% — Greater control over the interactions
  • 63% — All-​the-​time availability
  • 45% — Faster resolution of support issues
  • 35% — Reduction in effort on the part of the consumer
  • 30% — Better privacy and security of personal data
  • 30% — More trustworthy
  • 29% — Higher personalization"

"Consumers warm to the human-​like attributes or AI, with 64% wanting AI to be more human-​like and 62% being OK with human-​like voice and intelligence. Basically, consumers want artificial intelligence to be able to power a conversation."

"The majority (62%) of consumers find human-​like voice and human like intellect compelling, most (57%) like the ability to understand human emotions and respond and 54% are drawn to AI’s human-​like behavior and personality."

"As artificial intelligence begins to sound and act less artificial, it is being accepted and adopted by consumers who can handle their end of the interaction."

Businesses can best advertise their advanced AI technology products to Techies through TV, reports AudienceSCAN. TV is where 55.3% of Techies get the most up-​to-​date information that's important to them and, last year, TV commercials drove 76.4% of this audience to action. Techies are also 47% more likely than other adults to react to internet banner ads. Nearly 64% of Techies also responded to direct mail ads/​coupons within the last year.

AudienceSCAN data is available for your applications and dashboards through the SalesFuel API. Media companies and agencies can access AudienceSCAN data through the AudienceSCAN Reports in AdMall.

Rachel Cagle

Rachel Cagle

Rachel is a Research Analyst, specializing in audience intelligence, at SalesFuel. She also helps to maintain the major accounts and co-​op intelligence databases. As the holder of a Bachelors degree in English from The Ohio State University, Rachel helps the rest of the SalesFuel team with their writing needs.