WHY CONSUMERS
LOVE GENERATIVE AI

HOW ARE CONSUMERS USING GENERATIVE AI?
High consumer awareness of generative AI tools across generations
51% of consumers are aware of the latest

Baby boomers have the highest awareness andexploration of generative AI tools (53.5%),
followed by Gen X with 51.7%.

trends in the generative AI space and havealso explored tools

Gen Z has a slightly lower percentage ofawareness and exploration of generative AI
tools (50.8%), and Millennials have thelowest percentage (50.2%) among thediﬀerent age groups.

Consumers are using generative AI for creative
purposes such as generating content (52%)
and brainstorming (28%).

High consumer awareness of generative AI tools
SHARE OF CONSUMERS WHO ARE AWARE OF THE GENERATIVE AI SPACE AND EXPLORED TOOLSSUCH AS CHATGPT, DALL-E
14%

I am neither aware of nor have explored tools such as ChatGPT, DALL-E
35%
I am aware of the latest trends in the generative AI space but have notexplored tools such as ChatGPT, DALL-E
I am aware of the latest trends in the generative AI space and have also
explored tools such as ChatGPT, DALL-E

51%

Source: Capgemini Research Institute, Generative AI consumer survey, April 2023, N=10,000.

The satisfaction level of consumers using chatbots is highest among
generative AI use cases
SATISFACTION LEVEL OF CONSUMERS FREQUENTLY USING GENERATIVE AI TOOLSChatbots (automating customer service and more)

89%

Gaming (Gen-AI gaming studios or applications)77%

Search (AI-powered insights)

76%

Text (summarizing or translating content)

74%
68%

Video (generating or editing videos)
Images (generating images)

60%

Audio (summarizing, generating, orconverting text to audio)

59%

Satisfaction level
Source: Capgemini Research Institute, Generative AI consumer survey, April 2023; N = consumers who are aware of the generative
AI tools and use them frequently; N = 435 (text), N = 152 (images), N = 176 (audio), N = 490 (video), N = 1,247 (chatbots), N = 320(search), 910 (gaming).

CONSUMERS TRUST GENERATIVE AI AND
ARE UNCONCERNED ABOUT MISUSE
Content written by generative AI has a high acceptance rate

73% of consumers trust content written by

53% of consumers trust generative-AI-assisted67% of consumers believe they could

66% of consumers would seek advice from agenerative AI

ﬁnancial planningbeneﬁt from receiving medical advice fromgenerative AI

generative AI tool on personal interactions orrelationships

Consumers across age groups have a high level of trust in content
written by generative AI
SHARE OF CONSUMERS WHO TRUST CONTENT WRITTEN BY GENERATIVE AI(BY AGE RANGE)

Average73%

Gen X (age 43–58)

74%

Baby boomers (age 59–77)

73%

Millennials (age 27–42)

73%

Gen Z (age 11–26)

72%

Source: Capgemini Research Institute, Generative AI consumer survey, April 2023, N = 8,596.

Trust in generative AI needs introspection
34% of consumers are worried about phishingattacks that use generative AI technology todeceive individuals

49% of consumers are unconcerned aboutfake news stories created by generative AI

33% of consumers are worried about the non-recognition/non-payment of artists/contributors whose work is usedin the training of generative AI algorithms

HOW WILL GENERATIVE AI TRANSFORM THE
WAY CONSUMERS SEARCH FOR AND BUY PRODUCTS?
Generative AI tools such as ChatGPT are
becoming the new go-to for 70% of consumers
when it comes to seeking product or service
recommendations, replacing traditional methods
such as search

43% of consumers would like to see a broad
implementation of generative AI across theirinteractions with organizations

30% of consumers are willing to pay more for generative-AI-powered tax-preparation services for individuals andvirtual generative-AI-powered travel agentsThe generative-AI-augmented life of a consumer
A representation of how generative AI simpliﬁes and enriches theeveryday life of a consumer

Harmonize body and mind
Personalized meditation/yoga
regimes to relieve stress andboost energy

Meal planning
Input dietary preferences
and calorie limit to get acustomized menu
Tool(s): ChatGPT

Investment advice
Expert advice tailored to yourrisk appetite and investment
goals
Tool(s): FinChat, Alpha by Public

Tailored tunes
Let generative AI curate aplaylist for your commute
Tool(s): Podacity.ai

Productivity boost
Summarize and draft docs andemails in a few minutes
Tool(s): Bard, ChatGPT, GitHub
Copilot, Ghostwryter, Ellie AINurture relationships
Receive personalized advice
on key relationship questions
Tool(s): Amorai Corp

Spark culinary
creativity
Upload photos of the ingredientsand let generative AI instantly
generate delicious recipes
Tool(s): GPT-4

Feast on entertainment
Let AI recommend a watchlist
based on your viewing tastes
Tool(s): GPTﬂix

Wellness support

Unwind with a goodbook

Receive reliable medical advice
including homecare tips forcommon health concerns
Tool(s): HealthGPT

Let generative AI help stock
your library with tempting texts
based on your reading history
Tool(s): FindYourNextBook.ai,
Quotify

Source: Capgemini Research Institute Analysis.

CONSUMER GUIDELINES FOR ORGANIZATIONSON THEIR GENERATIVE AI JOURNEYS
A ﬁve-point framework for organizations working on consumer-facing
generative AI initiatives
Organizations• Lean on generative AI for newer ways ofbrand engagement• Design safe and unbiased systems• Educate consumers

Generative AIConsumers• Use the tools cautiously

Regulators• Strengthen legislation to protect
consumers

Build human oversight
Source: Capgemini Research Institute analysis.

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