A majority, 86%, of consumers want retailers to make AI more equitable, diverse and inclusive.
That's a top findings from Talkdesk Inc. research and a survey that also revealed 90% of shoppers believe retailers should be required to be transparent about how they are using customer data to inform AI usage, according to a press release on the findings.
Talkdesk is a AI-powered contact center provider. The survey polled 1,000 American shoppers ages 18 to 54 years and older.
More than half, 53%, believe AI-powered facial recognition software will lead to increased instances of racial discrimination and 79% of shopper don't purchase AI-powered product recommendations as they are not customized to their interests.
Additional findings include:
- 87% believe customers should have the right to access and review the data retailers have collected from them.
- 80% of shoppers want retailers to explicitly seek their consent to use their data for AI.
- 80% of shoppers would have more trust in product recommendations if retailers were transparent about their AI use.
- Only 28% of shoppers are confident retailers have proper security measures to protect the data used to inform their AI technology or products.
"The power of AI is undeniable as retailers increasingly leverage it to build stronger customer relationships and offer a more personalized shopping experience. That being said, without the proper commitment to responsible AI, it could have the power to do the exact opposite," Shannon Flanagan, general manager and vice president of retail and consumer goods at Talkdesk, said in the release. "Retailers operate in an environment where every single customer interaction matters. If their AI strategy does not ensure the application of this technology is responsible and ethical, they risk losing their customer base."