Survey reveals low consumer confidence in AI usage across 3 sectors

More than 10% of consumers are 'somewhat uncomfortable' with AI use in the three industries.

Hong Kong consumers are comfortable with AI use in restaurants, travel and hospitality, and shopping/retail sectors, according to IPSOS.

On the contrary, customers of the healthcare, insurance, and investment sectors have shown lower trust in AI due to the involvement of high-stakes decisions and the handling of sensitive data.

Data from IPSOS Hong Kong showed that 45%, 41%, and 40% of consumers are uncomfortable with AI use in the healthcare, insurance, and investment sectors, respectively.

Customer comfort with different AI services also varies. IPSOS reported that consumers feel at ease using AI services for order tracking and delivery updates (41%), order placement and payment (38%), initial product discovery (36%), and loyalty and rewards program management (34%).

“These stages require routine or transactional interactions where AI can offer efficiency and scalability,” said IPSOS.

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