Report: 70% of U.S. consumers want to use AI for their jobs

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Seventy percent of U.S. consumers want to use AI in their jobs, according to New Gartner, Inc. In nine categories of survey work tasks, more workers wanted to help AI do AI or do nothing. The majority want AI to help with tasks such as error reduction (58%), problem solving (57%), data search and process simplification (both 56%).

More than half (57%) of U.S. workers wanted AI to do two or more of them. A small group, 18% of workers, wanted AI to do five or more tasks – consider these people “robot-welcome”.

However, while AI workers are interested in helping them, they still want to maintain control over these solutions rather than automatically running them for tasks such as personalizing services and messages or solving problems. Workers also hope to maintain control over how their data is used to train such AI solutions.

Gartner found that surveyors prefer AI to help with tasks such as error reduction, problem solving, information retrieval, and process simplification.
Gartner found that surveyors prefer AI to help with tasks such as error reduction, problem solving, information retrieval, and process simplification.

However, not all customers want to use AI at work. For those who did not want to use AI at work, privacy and security concerns were cited as the top two reasons for the decline in AI. Other reasons for the decline in AI are that people prefer to have human interaction or they are unsure about the benefits of AI. Notably, those who trust their employer are more likely to use AI at work than those who demonstrate a lower level of trust.

Gartner recommends that IT leaders interested in using AI solutions in the workplace gain support for the technology, demonstrating that AI is not about changing or hiring workers. Instead, it can help workers become more efficient and work on higher-value tasks. The mandate that AI primarily assists employees through assistance rather than overcoming their decisions and alleviates fears by directly communicating how AI will affect employees’ privacy.

For this report, Gartner surveyed 1,515 from the US in October and November 2021 to measure the attitudes of consumers and employees towards AI.

Read the full report by Gartner.

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