88 % of consumers do not trust retailers using artificial intelligence, but the opportunities – also to create a better customer experience – are massive. How can companies build trust in their use of AI? And how can they respond to safety concerns?
Four pillars to cultivate trust
Generative Artificial Intelligence (GenAI) offers retailers innovative ways to enhance customer experiences, streamline operations, and personalize marketing efforts. As a result, its integration is becoming increasingly prevalent. However, as the capabilities of GenAI expand, so do the concerns surrounding trust and safety. Companies are now faced with the challenge of deploying GenAI responsibly to maintain consumer confidence and safeguard their operations against potential risks.
The integration of GenAI in retail operations presents a double-edged sword. On one hand, it promises unprecedented efficiency and personalization; on the other, it raises significant concerns about privacy, security, and ethical use. A recent survey by Deloitte highlighted that 88 % of consumers do not trust retailers using AI, underscoring the urgent need for companies to cultivate trust through transparent and ethical AI practices.
