According to a survey, the use of artificial intelligence (AI) in digital purchase offers is causing more consumers discomfort.
One in two people (52 percent) are fundamentally worried that they could be influenced by AI when making purchasing decisions or concluding contracts in the future, as the survey conducted on behalf of the Federal Association of Consumer Organizations showed. In a survey in March 2024, 44 percent expressed concern about this in principle.
Association head Ramona Pop told the German Press Agency: “AI can simplify everyday digital consumer life, but it also poses risks.” Companies could use AI in call centers to analyze emotions in real time without consumers noticing. “Unsafe customers can be identified and put under targeted pressure – for example, to buy additional insurance.”
More fundamental discomfort for women
According to the survey, the proportion of women who are worried about influences is higher at 60 percent – 38 percent are therefore unworried. Among men, 44 percent said they were worried about AI when making purchasing decisions – 55 percent said they were not worried. According to the information, the Forsa Institute interviewed 1,002 people aged 18 and over for the survey from December 2nd to 4th.
Consumer advocate Pop said: “In the ever-faster changing digital world, consumer rights must be continually renegotiated and adjusted.” She warned that companies should be kept in mind when discussing digital legislation at EU level. Consumer rights should not be weakened under the guise of reducing bureaucracy. In order for people to trust and accept digital services such as AI, there must be clear legal rules for all companies.