Capgemini-創(chuàng)造性和生成性人工智能英

WHYCONSUMERS

LOVEGENERATIVEAI

#GetTheFutureYouWant

CapgeminiResearchInstitute2023

Executive

Summary

2

WHYCONSUMERSLOVEGENERATIVEAI

Foragrowingnumberofusecases–includingactivitiestraditionallythoughtexclusivetothehumanmind,suchasgeneratingcontentandbrainstorming–generativeAIisbecominganintegralpartofmanypeople'spersonalandworkinglives.WefoundconsumerstobehighlyawareofthelatesttrendsingenerativeAIandmanyhavestartedusinggenerativeAItools.Unliketheearliertechtrends,includingtheinternet,mobile,andsocialmedia,first-wavegenerativeAIisbeingusedbyconsumersacrossallagegroups.Inthisresearch,wefindthat:

?ConsumersofallagegroupsarehighlysatisfiedwithgenerativeAIapplications;satisfactionlevelsarehighestwithchatbots,gaming,andsearchusecases

?Consumersacrossagegroupshavehightrustlevelsforgenerative-AI-basedinteractions;manyareevenwilling

toseekfinancial,medicalandrelationshipadvicefromgenerativeAItools

Organizationsandregulatorsmustscrutinizethe

hightrustlevelsingenerativeAI,asasubsequentlackofcautioncouldleaveconsumersvulnerabletothedangersposedbyfakenews,deepfakes,cyberattacks,andplagiarism.Thehightrustlevelsmaybedueinparttolowpublicawarenessofrisks;theperceptionthatlegislationoffersprotection;andlimitedcasesofAIinteractionsviolatingconsumertrust.WeshouldnotethatasignificantminorityareconsciousofthepotentialforunethicalordownrightmaliciousmisuseofAI.Wefound,forinstance,thatoneinthreeconsumersareworriedaboutthenon-recognition/non-paymentofartists/contributorswhoseworkisusedinthetrainingof

Executive

Summary

3

WHYCONSUMERSLOVEGENERATIVEAI

generativeAIalgorithmsandofphishingattacksthatusegenerativeAItechnologytodeceiveindividuals.

ConsumerswouldliketoseeabroadimplementationofgenerativeAIacrosstheirinteractionswithorganizations:

?ConsumersarecomfortablewiththeimplementationofgenerativeAIinmarketingandadvertising,provideditdoesn'tnegativelyimpacttheiroverallexperience

?TheyareopentopurchasingnewproductsorservicesrecommendedbygenerativeAI

?TheywouldpaythesameamountforcontentcreatedbygenerativeAIasthatwrittenbyhumansandwouldpaymoreforgenerative-AI-poweredtax-preparationservicesandvirtualgenerative-AI-poweredtravelagents

Inthisreport,wehighlightguidelinesthatwillhelp

brands,regulators,andconsumersintheirgenerative

AIjourneys.First,companiesshouldleanongenerativeAIforbrandengagementandhelpindesigningsafe,unbiasedsystems.Consumersmustusethetoolscautiously,verifyingtheinformationprovided,andshouldnotbereticentaboutseekinghelpinhigh-risksituations.Regulatorsmuststrengthenlegislationtoprotectconsumersbyrequestingdisclosures,establishingaccountability,andimprovingusercontrol.Usedinamonitored,controlledfashion,generativeAIisthekeytoanexcitingdigitalfuture.

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WHYCONSUMERSLOVEGENERATIVEAI

TheAIGeneration

Generativeartificialintelligence(AI)israpidlytransformingthewayweinteractwithtechnology,enablingmachinestocreate,design,understand,andgeneratecontentwithsignificantimplicationsforbusinessesandconsumersalike.

GenerativeAItoolssuchasMidjourneyandChatGPTallowconsumerstoexperimentwiththetechnologyinwaysthat,evenrecently,fewwouldhaveimagined.LaunchedinNovember2022,ChatGPTsawaremarkablesurgeinpopularity,amassingover1millionusersinjustfivedays.Withintwomonthsoflaunch,ithadover100millionactivemonthlyusers,establishingitselfasthefastest-growingconsumerapplicationinhistory.1

Thisreportisthefirstoftwowewillpublishonthetopicin2023.Inthisreport,wewillexplorehowconsumersareusinggenerativeAIapplicationsandofferinsightsintohowgenerativeAIisshapingthefutureoftheconsumerexperience.Wealsodiscussconsumers’highleveloftrustingenerativeAIapplicationsandconsiderwhetherthisismisplaced.WealsoprovideourguidanceforusinggenerativeAIresponsibly.

Inthesecondreport,tobepublishedlaterthisyear,wewilldelveintothetransformativepotentialofgenerativeAIfororganizationsacrossindustries,askinghowthetechnologycouldreshapebusinesses;highlightingindustry-specificusecases;andcomparingratesofadoptionbetweenindustries.

TogaugeconsumerperceptionsofgenerativeAI,weconductedaglobalsurveyof10,000consumersoverthe

ageof18acrossAustralia,Canada,France,Germany,Italy,Japan,theNetherlands,Norway,Singapore,Spain,Sweden,theUK,andtheUS.WesupplementedthisresearchwithsocialandsearchanalysisonconsumerperceptionaroundgenerativeAIoncertainsocialmediachannelsinmultiplelanguagesacrossthesamecountries.Formoredetailsonthesurveysample,pleaserefertotheResearchMethodology.

Thereportexploresfourbroadthemes:

1.HowareconsumersusinggenerativeAI?

2.DoconsumerstrustgenerativeAIandaretheyunconcernedaboutmisuse?

3.HowwillgenerativeAItransformthewayconsumerssearchforandbuyproducts?

4.WhataretheconsumerguidelinesfororganizationsontheirgenerativeAIjourneys?

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WHYCONSUMERSLOVEGENERATIVEAI

Defining

generativeAI

GenerativeAIhasthecapabilitytolearnthepropertiesandpatternsofdataforawiderangeofapplications–fromcreatingtext,images,andvideosindifferentstylestogeneratingpersonalizedcontent.Ithasthepotentialtoenablemachinestoperformcreativetaskspreviouslythoughtexclusivetohumans.ThefollowingtablesummarizesthetopgenerativeAIapplicationsreportedaspartofourresearch,andgivessomeindicativeexamples.

Fig.1

GenerativeAIapplicationsacrossmultipleformats

TopgenerativeAIapplicationsIndicativeexamples

Summarizingandtranslatingintomultiple

languages

Analyzingexistingimages/videotogenerate

newcontent(e.g.,videogames,VR,animation)

Musicgenerationandremixing,speech

synthesis,sounde?ects,voiceconversion,

audioenhancement

Chatbotstoprovideautomatedcustomerserviceandadvice

Enhancedsearchfunctionsusingnatural

languageprocessingandmachinelearning

GPT-3.5andGPT-41(GenerativePre-trainedTransformer)

AdobeFire?y2

Sonix(acloud-basedaudioandvideotranscriptionsolution)3

GoogleBard4

Text

Imagesandvideogeneration

PerplexityAI5

Chatbots

Search

Audio

Source:1.TechTarget,“WhatisgenerativeAI?Everythingyouneedtoknow,”March5,2023.

2.Adobe,"AdobeunveilsFirefly,afamilyofnewcreativegenerativeAI,"March21,2023.

3.Sonix.ai,"Sonixreleasestheworld’sfirstautomatedtranscriptionandgenerativeAIsummarizationtool,"December14,2022.

4.Cointelegraph,"WhatisGoogle’sBard,andhowdoesitwork?"May10,2023.

5.Kevin-Indig,"EarlyattemptsatintegratingAIinSearch,"January10,2023.

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WHYCONSUMERSLOVEGENERATIVEAI

CapgeminiResearchInstitute2023

01

HOWARECONSUMERS

USINGGENERATIVEAI?

CapgeminiResearchInstitute2023

7

WHYCONSUMERSLOVEGENERATIVEAI

Ourresearchrevealedthatfifty-onepercentofconsumersareawareofthelatesttrendsinthegenerativeAIspaceandhavealsoexploredgenerativeAItools,whileanother35percentareawarebuthavenotusedgenerativeAItools.FourteenpercentofoursamplementionedtheyareneitherawarenorhaveusedanygenerativeAItools(seeFigure2).

BabyboomershavethehighestawarenessandexplorationofgenerativeAItools(53.5percent),followedbyGenXwith51.7percent.GenZhasaslightlylowerpercentage(50.8percent),andMillennialshavethelowestpercentage(50.2percent)amongthedifferentagegroups.

Fig.2

HighconsumerawarenessofgenerativeAItools

SHAREOFCONSUMERSWHOAREAWAREOFTHEGENERATIVEAISPACEANDEXPLOREDTOOLSSUCHASCHATGPT,DALL-E

14%

Iamneitherawareofnorhaveexplored

toolssuchasChatGPT,DALL-E

35%

Iamawareofthelatesttrendsinthe

generativeAIspacebuthavenotexploredtoolssuchasChatGPT,DALL-E

Iamawareofthelatesttrendsinthe

generativeAIspaceandhavealsoexploredtoolssuchasChatGPT,DALL-E

51%

Source:CapgeminiResearchInstitute,GenerativeAIconsumersurvey,April2023,N=10,000.

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WHYCONSUMERSLOVEGENERATIVEAI

Fig.3

ConsumersacrossagegroupsareawareofthelatesttrendsinthegenerativeAIspaceandhaveexploredtools

SHAREOFCONSUMERSWHOAREAWAREOFTHELATESTTRENDSINTHEGENERATIVEAI

SPACEANDHAVEALSOEXPLOREDGENERATIVEAITOOLS(BYAGERANGE)

Average

GenX(age43-58)

Babyboomers(age59-77)

Millennials(age27-42)

GenZ(age11-26)

20%

23%51.7%

51.0%

53.5%

50.2%

50.8%

Source:CapgeminiResearchInstitute,GenerativeAI,ConsumerSurvey,April2023,N=10,000

Asignificantportionofbothwomen(49.7percent)andmen(51.9percent)areawareofthelatesttrendsinthegenerativeAIspaceandhaveexploredtoolssuchasChatGPTandDALL-E.Japanhasthehighestpercentageofindividuals(56.5percent)whoareawareofandhaveexploredgenerativeAItools,followedbySingapore(54.4percent)andSweden(54.3percent).

51%

ofconsumersareawareofthelatesttrends

inthegenerativeAIspaceandhavealso

exploredgenerativeAItools

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WHYCONSUMERSLOVEGENERATIVEAI

ConsumersusegenerativeAIforcontentgenerationandcreativebrainstorming

ConsumersareusinggenerativeAIforcreativepurposessuchasgeneratingcontent(52percent)andbrainstorming(28percent).Already,thisisleadingtocomplaintsinthefilmindustry,forexample,thatpeopleareusinggenerativeAItoolstocreatemediocrecontentatalowerprice.Generativemodelsarebeingusedtoproducescreenplaysinthestyleoffamouswriters,raisingconcernsaboutthequalityandauthenticityoffuturescripts.2Overone-quarter(28percent)useitforcreativebrainstorming(seeFigure4).AgardenercreatingapermaculturegardeninPhoenix,Arizona,UnitedStates,whichhasahotdesertclimate,usedChatGPTforinspirationonchoosingplantspeciesandtodeterminethebestspotforeachtreebasedonsunexposurethroughouttheyear.ChatGPTsuggestedplantingamoringatreetoprovideshadeforastarapple.3AwriterandcomedianusedChatGPTtoenhancetheircreativity

Fig.4

MajorityofconsumersusegenerativeAItoolsforgeneratingcontent

USEOFGENERATIVEAITOOLS

Generatingcontent(e.g.,emails,essays,stories,poems)

Creativebrainstorming

Stayingup-to-datewithAIadvancements

Obtaininggeneralinformationonawiderangeoftopics,

includingscience,history,business,technology,etc.

Creatingeducationalmaterials

Fine-tuningandeditingcontent

Convertingtextfromonelanguagetoanother

(languagetranslation)

Understandingcomplexconcepts

Asareplacementforsearchengines

Analyzingdataortext

Havenotusedthesetoolssofar

28%28%

23%20%20%16%13%11%11%10%

52%

Source:CapgeminiResearchInstitute,GenerativeAI,ConsumerSurvey,April2023,N=8,596.

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WHYCONSUMERSLOVEGENERATIVEAI

andbrainstormideas,particularlyforsuggestingwordsthatrhymeoralliterateorfindingsynonymsthatstartwithaspecificlettertomakejokesfunnier.4

Consumersarealsousingthistechnologytocreatecustomizedmealplanswithspecificrequirements,suchasgluten-freeandveganoptions;crafteloquentweddingspeechesadornedwithbeautifulmetaphors;composeeffectiveworkemails;summarizecomplexacademicarticles;helpwithhomeworkandassignments;andmuchmore.5WiththehelpofgenerativeAItools,anindividualfromRochester,NewYork,effortlesslycreateda30illustratedchildren'se-bookwithinamatterofhours.Thise-bookwasquicklypublishedandmadeavailableforpurchaseonA'sself-publishingunitinJanuary.Bymid-February,therewerealreadyover200e-booksinAmazon'sKindlestorelistingagenerativeAImodelasanauthororco-author.6

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WHYCONSUMERSLOVEGENERATIVEAI

Consumersacrossall

generationsareusing

generativeAIapplications

AmongtheconsumersthatusegenerativeAIplatformsfrequently(i.e.,multipletimesaweek),usageishighestforchatbots(15percent)andgaming(11percent)(seeFigure5).Wefoundthatthesatisfactionlevelsarehighestforchatbots,gaming,andsearchusecases.

PeopleareusinggenerativeAItoolssuchasChatGPTtorecreateclassicgamesincludingPong,Tetris,andSnake,aswellastogeneratestoryideasanddialogfortext-basedrole-playinggames.AcomprehensiverangeofgenerativeAItoolsempowerspeopletocreatecodeandgenerateassets,textures,audio,anddescriptions.

Fig.5

ChatbotsisthemostfrequentlyusedgenerativeAIusecase

FREQUENCYOFUSAGE

Chatbots(automatingcustomerserviceandmore)*Gaming(gen-AIgamingstudiosorapplications)Text(summarizingortranslatingcontent)

Video(generatingoreditingvideos)

Search(AI-poweredinsights)

Audio(summarizing,generating,orconvertingtextinaudio)

Images(generatingimages)

Severaltimesaweek

Dailyormultipletimesaday

OFGENERATIVEAITOOLS

7%8%

5%6%

3%3%

3%2%

2%2%

1%

1%

1%

1%

Source:CapgeminiResearchInstitute,GenerativeAIconsumersurvey,April2023,N=8,596consumers.

*performingdiversetasksrelatedtosales,marketing,andpersonalizedexperiences

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WHYCONSUMERSLOVEGENERATIVEAI

14-15%

theuseofchatbotsacrossGenZ,Millennials,Gen

X,andBabyboomers

Wefurtheranalyzedthefrequencyofusageamongconsumersacrossagegroupsandfoundlittlevariationacrossgenerations.Forinstance,theuseofchatbotsis14-15percentacrossGenZ,Millennials,GenX,andBabyboomers,makingthisanaccessibletechnology.MostgenerativeAItoolsinteractinatechnology-agnosticchat-basedformat,whichmakesiteasytounderstandandinteractwithallagegroups(seeFigure6).

Fig.6

ConsumersofallagesusegenerativeAItools

SHAREOFCONSUMERSWHOFREQUENTLYUSETHEMOST

COMMONLYUSEDGENERATIVEAITOOLS(BYAGE)

Chatbot

Gaming

Search

GenX(age43-58)Babyboomers(age59–77)

14%15%14%15%

10%10%12%13%

4%

4%

5%

3%

GenZ(age11–26)Millennials(age27–42)

Source:CapgeminiResearchInstitute,GenerativeAIconsumersurvey,April2023,N=consumerswhoareawareofandfrequentlyusecommonlyusedgenerativeAItools,N=1,247(chatbots),N=910(gaming),N=320(search).

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WHYCONSUMERSLOVEGENERATIVEAI

ConsumersacrossagegroupsarehighlysatisfiedwithgenerativeAIapplications

OnfurtheranalysisofconsumerswhofrequentlyusegenerativeAIapplications,wefoundthatsatisfactionlevelsarehighestforchatbots,gaming,andsearchusecases(seeFigure7).Thesatisfactionlevelsarehighacrossallagegroupsandconsumerswithapostgraduate,doctoral,orprofessionaldegree.Forinstance,89percentofconsumerssaytheyaresatisfiedwithchatbots,andwhenwelookatthissatisfactionacrossagegroups,thereisnotmuchvariation,withallataround90percent(seeFigure8).

ConsumersaresatisfiedwiththehighefficiencyofgenerativeAItools;however,thisneedstobemonitoredovertime,particularlyinlightofthephenomenonofAI“hallucinations”(seepage32).

Fig.7

ThesatisfactionlevelofconsumersusingchatbotsishighestamonggenerativeAIusecases

SATISFACTIONLEVELOFCONSUMERSFREQUENTLYUSINGGENERATIVEAITOOLS

Chatbots(automatingcustomerserviceandmore)

Gaming(Gen-AIgamingstudiosorapplications)

Search(AI-poweredinsights)

Text(summarizingortranslatingcontent)

Generatingsyntheticdata

Video(generatingoreditingvideos)

Images(generatingimages)

Audio(summarizing,generating,

orconvertingtexttoaudio)

Satisfactionlevel

89%

73%

76%

74%

77%

68%

60%

59%

Source:CapgeminiResearchInstitute,GenerativeAIconsumersurvey,April2023;N=consumerswhoareawareofthegenerativeAItoolsandusethemfrequently;N=1,247(chatbots),N=910(gaming),N=320(search),N=435(text),N=244(generatingsyntheticdata),N=490(video),N=152(images),N=176(audio).

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Fig.8

CertainAIusecaseselicithighsatisfactionacrossagegroups

SATISFACTIONACROSSAGEGROUPSFORTHEGENERATIVEAIUSECASESWITHTHEHIGHESTSATISFACTIONLEVELS

90%

87%

80%

78%

75%

70%

67%

Gaming

GenZ(age11–26)Millennials(age27–42)GenX(age43–58)Babyboomers(age59–77)

Chatbot

Search

89%

89%

84%

82%

76%

Source:CapgeminiResearchInstitute,GenerativeAIconsumersurvey,April2023;N=consumerswhoareawareoffrequentlyusecommonlyusedgenerativeAItoolsandarehighlysatisfiedwiththem;N=1,247(chatbots),N=910(gaming),N=320(search).

WHYCONSUMERSLOVEGENERATIVEAI

CapgeminiResearchInstitute2023

CapgeminiResearchInstitute2023

INSIGHT

COUNTRY

Image TextVideo

Others

71%

10%7%

12%

N=23.4Kpostsonsocialmedia.*Othersincludesaudio,mixedmedia,code,anddata.

UnitedStates

Chatbot GamingEducation

Others

54%

15%

8%

23%

N=9.2Kpostsonsocialmedia.*Othersincludessearch,design,work,healthcare,

AIassistant,purchases,andrecommendations.

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WHYCONSUMERSLOVEGENERATIVEAI

Consumerson

socialmedia

Onsocialmedia,usecaseswiththehighest

mentionsincludedcreativearts/visuals,

improvementinhealthcare,curatingeffective

content,gaming,coding,andreducinghuman

effort.Benefitsincludednewinventions,faster

decision-making,error-freeoutputs,reduction

ofrepetitivetasks,quickresults,and24/7

availability.Next,wesharesomecountry-level

insights.

PeopleintheUSmostly

sharedAIartwithanimefeatures;NightCafewasoneoftheprominenttools

Topcategories

ofgenerative

AI

Topusecases

Source:CapgeminiResearchInstituteanalysis.

CapgeminiResearchInstitute2023

13%

11%

COUNTRY

WhileAIartfeaturinganimecharacterscontinuestobepopularinCanadaandAPACcountries,incorrect/inaccurateoutputsmadeuserscautiousaboutusinggenerativeAI

APAC&Canada

Topusecases

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WHYCONSUMERSLOVEGENERATIVEAI

INSIGHT

77%

9%5%

9%

Topcategoriesofgenerative

AI

Image

Text

Audio

Others

N=4.8Kpostsonsocialmedia.*Others

includesvideo,mixedmedia,code,anddata.

Chatbot

Search

Gaming

Education

Others

31%

24%

21%

N=1.1Kpostsonsocialmedia.*Others

includesdesign,work,healthcare,AIassistant,

purchases,andrecommendations.

COUNTRY

N=1.3Kpostsonsocialmedia.*Othersincludeshealthcare,AIAssistant,purchases,andrecommendations.

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WHYCONSUMERSLOVEGENERATIVEAI

INSIGHT

68%

Image

Video

Audio

Text

Others

Topcategoriesofgenerative

AI

12%

8%

5%

6%

N=3.7Kpostsonsocialmedia.*Othersincludesmixedmedia,code,anddata.

Europe

Highcostandmaintenance

chargesofgenerativeAIsolutions

werethetopconcerns

forEuropeans

42%

12%11%10%8%6%8%

Topusecases

Chatbot

Gaming

Design

Work

Education

Search

Others

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WHYCONSUMERSLOVEGENERATIVEAI

02

CONSUMERSTRUST

GENERATIVEAIANDARE

UNCONCERNEDABOUTMISUSE

Consumershavehightrustlevelsforgenerative-AI-basedinteractions

AnimportantquestionforallconsumersofgenerativeAIapplicationsiswhetherthetechnologycanbetrusted.Wefoundthat,ingeneral,consumerscurrentlytrustthecontentfromthesegenerativeAIplatforms,evenforfinancial,medical,andrelationshipadvice.

ContentwrittenbygenerativeAIhasahighacceptancerate

Seventy-threepercentofconsumerstrustcontentwrittenbygenerativeAI(seeFigure9).ConsumersinNorway(79percent)andSpain(75percent)havethehighestlevelsoftrustingenerativeAIcontent.However,whenweanalyzedtrustlevelsacrossagegroups,wefoundlittlevariation(Figure10).Similarly,thereislittlevariationbygender.Trustlevelsalsoincreasewithhouseholdincomelevels.

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WHYCONSUMERSLOVEGENERATIVEAI

Fig.9

ConsumersinNorwayshowthehighestleveloftrustforcontentwrittenbygenerativeAI

SHAREOFCONSUMERSWHOTRUSTCONTENTWRITTENBY

GENERATIVEAI(BYCOUNTRY)

73%75%74%74%73%72%72%72%72%72%72%70%70%

AverageSpainFranceCanadaJapanUSSingapore

NorwayUKNetherlandsItalySwedenAustraliaGermany

79%

Source:CapgeminiResearchInstitute,GenerativeAIconsumersurvey,April2023,N=8,596

CapgeminiResearchInstitute2023

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WHYCONSUMERSLOVEGENERATIVEAI

Thesehighlevelsoftrustcouldbeduetothegreaterefficiencybroughtbytheseapplicationsandtheavailabilityofpersonalizedcontentinaready-to-useformat,especiallyfortaskssuchascoding,multimediacreation,andediting.ToolssuchasChatGPTrespondtousers’promptsinaclear,easilyunderstoodmanner,anditispossiblethatconsumersequatethisclaritywithaccuracy.Further,populargenerativeAIapplicationssuchasChatGPTarebackedbyrenownedtechfirmssuchasMicrosoftandAlphabet,whoseendorsementsalsoincreaseconsumertrustlevels.

Sixty-fourpercentofconsumersarethrilledbytheprospectofusinggenerativeAItodraft,fine-tune,summarize,andeditcontentbasedonprompts,asitcansavethemtimeandeffort.ThemostexcitedcountriesareAustralia(67percent),Canada(66percent),andSingapore(66percent)(Figure11).Ashouseholdincomeincreases,theshareofconsumersexcitedaboutthesetechnologiestendstoincreasealso.Specifically,consumerswithahouseholdincomeof$140,000weremostlikelytobeexcitedaboutusinggenerativeAI(69percent),whilethosewithahouseholdincomeoflessthan$20,000reportedthelowestlevelofenthusiasm(63percent).

LouisDiCesari,GlobalHeadofData,Analytics,andAIatLeviStraussconfirms:“IfgenerativeAIsimplifiespeople'slivesandaddsvalue,itwilltranscendagebarriers.Thetechnologywillseewidespreadadoptiononceitslimitationsareaddressedanditdeliversconcreteconsumerbenefit.”

"IfgenerativeAIsimplifiespeople'slivesandaddsvalue,itwilltranscendagebarriers."

LouisDiCesari

GlobalHeadofData,Analytics,andAIatLeviStrauss

CapgeminiResearchInstitute2023

21

WHYCONSUMERSLOVEGENERATIVEAI

Fig.10

ConsumersacrossagegroupshaveahighleveloftrustincontentwrittenbygenerativeAI

SHAREOFCONSUMERSWHOTRUSTCONTENTWRITTENBY

GENERATIVEAI(BYAGERANGE)

Average

GenX(age43–58)

Babyboomers(age59–77)

Millennials(age27–42)

GenZ(age11–26)

73%

73%

73%

72%

74%

Source:CapgeminiResearchInstitute,GenerativeAIconsumersurvey,April2023,N=8,596.

ConsumersarewillingtoseekfinancialadvicefromgenerativeAI

Perhapsmoresurprisingly,wefoundthatconsumershavehightrustlevelsinfinancialadvicedispensedbygenerativeAIplatforms.Alpha,poweredbyGPT-4,isaninvestmentco-pilotofferingreal-timeandhistoricalmarketdatathroughanatural-languageinterface.ByengagingwithAlpha,userscanaccessinformationaboutawiderangeofassets,includingstocks,exchange-tradedfunds(ETFs),cryptocurrencies,andmore.Theintuitiveinterfaceprovidesinstantinsightsthatenableuserstomakeinformedinvestmentdecisions.SimilartoAlpha,FinChatisafinance-focusedgenerativeAItoolpoweredbyChatGPT.Itgeneratesaccurateanswerstoquestionsaboutpubliccompaniesandinvestorsbyincorporatingreasoning,sources,anddata.UnlikeconventionalChatGPT,FinChatistrainedonup-to-datefinancialdata,includingearnings-calltranscripts;quarterlyandannualreports;andexhaustivebusinesskeyperformanceindicators(KPIs),withtheirrespectivesources.Userscan

CapgeminiResearchInstitute2023

CapgeminiResearchInstitute2023

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WHYCONSUMERSLOVEGENERATIVEAI

submitupto10freepromptsperday,withtheoptiontoupgradetofivetimestheusageandearlyaccesstothefrequentlyproducedupdates.7

Wefoundthat53percentofconsumerstrustgenerative-AI-assistedfinancialplanning.Here,Singaporehasthehighestleveloftrust(55.4percent),while,acrossagegroups,youngergenerations,particularlyGenZ,haveahigherleveloftrust(55percent)thandooldergenerations(Millennials(52.5percent),GenX(48.8percent),babyboomers(46.9percent)).

“Clearcommunicationoflimitationsandpotentialrisks,alongwiththoroughtestingandguardrails,areessentialforensuringasafeandbeneficialuserexperiencewithgenerative-AI-poweredfinancialadvice.Transparencyandopennessaboutthemodel'scapabilitiesarekeytobuildingtrustwithusersandprovidingeffectivefinancialadvice,”

explainsaseniorexecutivefromthebankingindustry.

Fig.11

ConsumersareexcitedabouttheprospectofusinggenerativeAItodraft,fine-tune,summarize,andeditcontentbasedonprompts

SHAREOFCONSUMERSWHOARETHRILLEDBYTHEPROSPECTOF

USINGGENERATIVEAITODRAFT,FINE-TUNE,SUMMARIZE,AND

EDITCONTENTBASEDONPROMPTS

64%67%66%66%64%64%64%64%63%63%62%62%62%61%

AverageCanadaFranceSpainItalyJapanGermany

AustraliaSingaporeUnitedStatesSwedenNetherlandsUnitedKingdomNorway

Source:CapgeminiResearchInstitute,GenerativeAIconsumersurvey,April2023,N=8,596.

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WHYCONSUMERSLOVEGENERATIVEAI

Theh