What: Research from a customer experience platform has revealed key insights for brands to consider when adopting generative AI technology.

Why it is important: While early skepticism around generative AI is beginning to soften, customers still struggle to trust AI content more than human content.

Diqo, a customer experience platform, has been tracking customer perceptions of generative AI with an initial survey performed last March and another in April of this year to gauge the differences brands should know for successful adoption.

In the first survey, the results showed challenges for the technology, including low-level knowledge, overwhelming distrust, and a call for transparency as customers were worried about how AI will impact the future.

As customers have repeatedly been exposed to generative AI and received transparent communications, early skepticism is starting to soften.

Customers have still reported low knowledge and low usage, however the technology is exploding among certain with Gen Z being the fastest-growing segment.

Trust has improved slightly but remains a challenge in the space as 54% of users stated they trust AI content less than human content.

As a result, customers expect transparency when the technology is used as they also report low confidence in the ability to identify AI-generated content.

Researchers from Disqo stated that consumer buy-in will be a determining factor in whether generative AI sticks around or loses out to the next new technology.

Consumer sentiment around generative AI remains challenging