# AI Has a Trust Problem. That's Not Stopping People From Diving In

The rapid growth of generative AI has brought about both excitement and concern among consumers. Despite its increasing adoption, a significant number of people remain wary of this technology due to various risks and perceived shortcomings.

## The Trust Issue

According to Deloitte's Connected Consumer Survey of 3,500 US consumers, only half (53%) of those surveyed are either experimenting with or regularly using generative AI. However, a staggering 69% expressed concerns about the rapid pace of innovation and the lack of attention paid by tech companies towards risks associated with this technology.

"It seems like consumers are using AI more, they're paying for it more, but despite this, they're also increasingly concerned about the potential misuse and dangers of gen AI," Steve Fineberg, vice chair and US technology sector leader for Deloitte, told CNET. The survey reveals two counterintuitive trends: on one hand, people are using generative AI more often and in more ways every day; on the other hand, a growing number of users still have serious concerns.

## The Dark Side of Generative AI

While AI is becoming commonplace, it's also exacerbating mental health issues and addictions, invading our privacy, and getting facts wrong. For instance, generative AI can produce inaccurate results, which raises concerns about the reliability of the information we receive from chatbots.

More than half (53%) of those surveyed said they mostly or always verify the information they get from chatbots through checking trusted sources or their own knowledge. The biggest concern seems to be data privacy, as people worry that tech companies won't respect their privacy and safety.

## Payment and Usage

Interestingly, about 4 in 10 consumers pay for generative AI products, while half of those who don't pay said it's because free tools are good enough. People use AI through standalone mobile apps (65%), followed by AI websites (60%). However, only a smaller percentage (40%) engages with AI within online services, social media, and messaging apps or other software.

## The Price of Trust

Consumers want tech they can trust. When it comes to data privacy, Deloitte asked how willing consumers were to share eight different types of personal data in exchange for better experiences with digital technology. In none of those cases were more people "very willing to share" information than "not at all willing." Specifically, a majority of people were not at all willing to share biometric, communications or financial data.

## A Call for Action

According to Fineberg, it's a long-term thing – building trust takes years and years. However, the concern is that tech companies can lose trust in a matter of seconds. It seems that while people want innovative tech companies and products, they also prioritize protecting their privacy and security even more.

Read more: AI Essentials: 29 Ways You Can Make Gen AI Work for You, According to Our Experts