The rapid growth of generative artificial intelligence is colliding with growing consumer skepticism. Despite increasing adoption – with over half of US consumers experimenting with or regularly using AI tools – a Deloitte survey of 3,500 people reveals deep-seated worries about data privacy, accuracy, and the breakneck pace of technological development. This tension between enthusiasm and apprehension is shaping how AI is integrated into daily life.
Usage is Up, but Trust Lags Behind
Generative AI has swiftly permeated digital experiences, appearing in mobile apps (ChatGPT, Gemini), search engines, and even televisions. Usage is expanding: 65% of respondents use standalone AI apps, while 60% engage through AI-powered websites. However, this widespread exposure doesn’t equate to blind faith. Nearly 70% of consumers express concern that innovation is outpacing safeguards, and many actively verify AI-generated information against trusted sources. This is not just a matter of principle; the technology is known for inaccuracies.
The Price of Convenience: Data Privacy and Security Fears
The survey highlights a concerning trend: data privacy concerns have jumped from 60% to 70% in the last year. Almost half of respondents have experienced a data breach, hack, or identity theft. This isn’t simply external risk; consumers also distrust tech companies’ commitment to protecting personal data.
Deloitte tested willingness to share eight types of data for improved digital experiences, and in every category, more people were unwilling to share than eager. Biometric, communication, and financial data drew the strongest resistance. Even with fitness trackers becoming common, a greater percentage of respondents refused to share health data than were willing.
“It takes years and years and years to build trust, but you can also lose trust in a matter of seconds.” – Steve Fineberg, Deloitte
AI’s Value Proposition: Problem-Solving vs. Competition
The skepticism extends beyond privacy. Over 75% of consumers believe tech companies prioritize competitive advantage over solving real problems, with two-thirds saying new AI features fail to address their needs. This sentiment aligns with Pew Research Center data, where 61% of Americans want more control – including opt-out options – over AI’s influence in their lives.
Consumers are willing to pay for AI they trust. However, the survey underscores that trust is earned, not assumed. Companies that prioritize privacy and security will likely see greater customer loyalty in the long run.
Ultimately, the future of AI adoption depends on addressing these fundamental concerns. Building robust safeguards, ensuring factual accuracy, and respecting user privacy are no longer optional; they are essential for sustained growth and widespread acceptance.
