Businesses are hungry to get AI deployed across the organization to get their share of all those productivity perks and vast other benefits—but are they moving faster than consumers? The answer: yes and no. New research from AI CRM firm Salesforce released a survey of more than 4,000 people across the US, UK, Australia, and India to check their AI acumen, and of that sample found that about half (49 percent) of people have used generative AI—and over a third of those users are tapping into the technology daily and planning to use it even more. But the other half have never used the technology at all.
The firm’s newly released report, Generative AI Snapshot Research: The AI Divide, also reveals that, of the half with no AI experience, nearly two-thirds (64 percent) say there’s one issue holding them back—they would use it if it was safe and secure.
“This data shows just how quickly generative AI usage has taken off in less than a year,” said Clara Shih, CEO of Salesforce AI, in a news release. “In my career, I’ve never seen a technology get adopted this fast. Now, for AI to truly transform how people live and work, organizations must develop AI that is rooted in trust, and easily accessible for everyone to do more enjoyable, productive work.”
With a current market worth of almost 200 billion US dollars, artificial intelligence statistics show a dynamic environment that highlights the significant development and investment in artificial intelligence technology. Consumer anxiety is also rising in tandem with this exponential rise, with 70 percent of respondents voicing concern about companies utilizing AI in product descriptions and 60 percent expressing concern about reviews generated by AI.Furthermore, a prominent concern is the idea that AI would replace human occupations; 77 percent of people have expressed concern about the possible effects of AI on employment chances. These figures demonstrate the importance of implementing AI responsibly and carefully weighing the societal and economic ramifications of this quickly developing technology.
Generative AI “super-users” showcase technology’s potential
According to the research, many generative AI users make up a young, engaged, and confident group of “super-users,” meaning they use the technology frequently and believe they are well on their way to mastering it.
- 65 percent of generative AI users are Millennials or Gen Z, and 72 percent are employed.
- Nearly 6 in 10 users believe they are on their way to mastering the technology.
- 70 percent of Gen Z report using generative AI, and 52 percent of them trust the technology to help them make informed decisions.
And super-users aren’t slowing down anytime soon—52 percent say their usage of generative AI is increasing compared to when they first started.
Generative AI stragglers are unclear on its benefits
In contrast, non-users are older and display a significant lack of engagement with the technology. They report low familiarity with generative AI and are skeptical of its impact.
- 68 percent of non-users are Gen X or Baby Boomers.
- 88 percent are unclear how generative AI will impact their life.
- 40 percent say they aren’t familiar enough with the technology, and 32 percent say AI is not useful for them.
Moving beyond fun: Maturing use cases for generative AI
Generative AI users are still exploring the technology, but looking to expand their use into the workplace and interactions with businesses:
- 75 percent of users are looking to automate tasks at work and use generative AI for work communications.
- 38 percent use generative AI for fun/messing around, and 34 percent for learning about topics that interest them.
- 62 percent would use generative AI more if it was more safe/secure.
Non-users/stragglers are looking for increased safety, education, and more integration in their lives before they dive in
- 70 percent of non-users would use generative AI more if they knew more about the technology.
- 64 percent would use generative AI more if it was more safe/secure.
- 45 percent would use generative AI more if it was integrated into technology they already use.
Read Salesforce’s Guidelines for Trusted Generative AI.
The survey was conducted among 4,041 individuals ages 18 or older in the United States, United Kingdom, Australia, and India. The survey was fielded from August 16–22, 2023.
