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Articles July 17, 2023

Consumer Perspectives on AI: Surprising Findings Challenge Preconceived Notions


Ever since generative artificial intelligence (AI) tools like ChatGPT and Midjourney opened the world of artificial intelligence up to the masses, the topic of AI seems as prevalent in dining rooms as it does in boardrooms.

There’s a lot of talk about the pros and cons of AI, and opinions swing wildly between extremes, but how do the majority of people actually feel about AI’s integration into daily life?

To understand the prevailing consumer perspectives toward AI, CapTech conducted a national survey of U.S. consumers. While some of the skepticism we anticipated from consumers was validated, the larger outcome of our study showed that consumers view AI much more positively than we expected.

The Objectives: Honest Insight

To reveal consumers’ attitudes about AI, we designed a survey that established:

1)  Consumers' Level of Familiarity with AI

2) Consumers' Outlook on AI

3) How Consumers are Interacting with AI Today

4) How AI Adds (or Could Add) Value to Consumers' Lives

5) When Consumers Begin Feeling Uncomfortable with AI

6) Hesitations Consumers Have About AI

    Woman checking her smart watch in the kitchen

    The Results: Consumers Are Ready

    Despite our preconceived notions that consumers may hold negative sentiments toward AI, the results of the survey indicated that most consumers feel positive (or at least neutral) about AI and how it can be beneficial in their everyday lives.

    The majority of respondents reported having no negative issues with AI and are willing to try new AI-powered products and features. They believe AI is most helpful when assisting with daily tasks such as online shopping (52%), health monitoring (52%), and automating personal tasks (47%). Even those who said they had no experience with AI-powered products still acknowledged they may have unknowingly used and benefited from them.

    These results highlight the opportunity for companies to shape their AI strategy around the practical applications consumers value the most. If consumers are already primed to engage with AI, offering AI-powered shopping or healthcare experiences, for example, will increase consumer engagement and serve as a differentiator for the companies that offer these features.


    Only 23% of respondents held a negative view of AI

    Donut chart: Very positive 21%. Somewhat positive 32%. Neutral 24%. Somewhat negative 15%. Very negative 8%.

    Download to Read the Full Report