No Jitter, a part of the Informa Tech Division of Informa PLC, recently examined a report from Qualtrics, a cloud-native software provider specializing in customer and employee experience management solutions. The report revealed that consumers are not only comfortable interacting with AI for customer support but are also open to incorporating AI into their financial, medical, and legal interactions. In order to gain further insights, No Jitter conducted an email interview with Bruce Temkin, Head of Qualtrics XM Institute, and spoke with Ellen Loeshelle, Qualtrics Director of AI Product Development. The focus of the report was on the finding that 55% of consumers expressed comfort with AI technology being involved in their medical and financial matters. The study, conducted between May 16 and June 1, 2023, surveyed 2, 013 adults across the United States, United Kingdom, France, and Germany, who were 18 years old or older. This percentage caught the attention of No Jitter due to its perceived significance, prompting further investigation into the factors driving this high level of acceptance. As with previous articles in the "Number of the Month" series, the preferences of different generations regarding technology play a significant role in the adoption of AI. Analyzing the willingness of individuals to involve AI in reviewing medical results, No Jitter utilized age ranges to demonstrate the trends. The table showed that those aged 44 and younger were more receptive, with a decrease of 3. 6% between this group and those aged 45 and older in the "Yes, if I know it is AI" response. Conversely, the older age groups demonstrated a 5. 5% increase in the "No, Never" response, indicating their reluctance to involve AI. Similar variations were observed when examining the willingness to incorporate AI in receiving financial and legal advice. Across different age ranges, there were shifts in preferences, with some age groups displaying higher acceptance while others were more resistant. The implications of these findings are difficult to pinpoint definitively as access to the full results was limited.

It is possible that different analyses or factors unique to specific categories influenced these variations. A noteworthy aspect that transcends age groups is the overall comfort level of consumers with AI for customer service. The data showed that 72% of consumers were comfortable interacting with AI, with higher percentages for the "Yes, always" and "Yes, if I know it's AI" responses. However, the age breakpoint remained consistent, with those aged 44 and younger being more receptive than those aged 45 and older. Qualtrics also asked respondents about their concerns regarding the privacy and security of personal information when interacting with AI-powered chatbots or virtual assistants. The results demonstrated that older age groups expressed higher levels of extreme concern, while those aged 44 and younger were more likely to be slightly concerned. While younger generations exhibit greater comfort and willingness to adopt new and emerging technologies like AI, concerns about privacy and security persist across age groups. Qualtrics suggested that organizations should allow customers to opt out of data usage and be transparent about the use of their data to alleviate these concerns. As advancements in AI continue to shape the communications technology industry, it is important to recognize the varying preferences and concerns of different generations. The report highlights the need for organizations to prioritize security and privacy safeguards while leveraging the benefits that AI technology can provide. In other news, ASAPP launched GenerativeAgent, AWS's Amazon Bedrock introduced new and updated models along with a low-code/no-code tool, and ServiceNow added case summarization and text-to-code features to its Gen AI-powered toolkit. Microsoft Copilot's pricing structure also made headlines, prompting a breakdown of the capabilities and data safety associated with the subscription. Additionally, Poly unveiled Certified Microsoft Teams headsets, Minerva integrated its agent assist product with Luminoso's AI-driven text analytics, and Qualtrics launched XM/os2, an updated platform fully enabled with AI capabilities. The article concludes by acknowledging the progress and recognition of the potential benefits derived from data integration and AI investments, tempered with a reminder that hype should not outpace reality.