People are more trusting of AI — at least
moderately so.
For instance, 43% of consumers now say they would trust the information given to them by an AI chatbot compared to 40% last year, according to the 2025 Consumer Adoption
of AI Report, a multi-market study conducted by Attest.
What’s more, 47% use tools like ChatGPT and Microsoft Copilot -- a +6% increase YoY.
The hike is even more dramatic
in Canada, which saw a +10% increase to 51%, and the U.K., which experienced a +9% jump to 47%.
Drilling down, 54% of consumers say they are likely to use an AI
assistant or chatbot. Of those polled, 52% have used ChatGPT and 30% Google Gemini. Moreover, 27% use generative AI at least half the time they do an internet search.
And, 43% trust
information from an AI tool.
As consumers see it, the top advantages of AI are:
- Faster customer support — 47%
- Helping staff do their jobs — 38%
- More creative advertising — 35%
- Cost savings passed on to
the consumer — 32%
- Greater product innovation — 32%
But there are also several disadvantages:
- Loss of
the human touch — 59%
- Job losses — 57%
- Inability to speak to a real person — 57%
- Privacy or security weaknesses — 43%
- Potential for misleading consumers — 40.5%
Some of these
concerns are less worrisome than they were last year. But there is a certain level of distrust.
For instance, 83% support mandatory labeling of AI-generated content, while 80% seek laws
to control the use of consumer data to train AI and 77% want Deepfake images or videos to be illegal.
Older shoppers appear to be the most uneasy. Eighty-five percent of those ages 50+
support laws to control data collection by AI companies, compared to 74% of those in the 18-30 age category. And 89% want labeling of content to be a legal requirement, versus 77% of younger
consumers.
That said, the top five uses cases for Gen AI are:
- Answering questions or explaining complex topics —
42%
- Study or learning — 33%
- Writing letters/email or drafting document — 31%
- Work-related tasks — 30%
- Researching products or services — 30%
Attest polled 5,000 consumers in the U.S., U.K., Canada and Australia in two multi-market surveys in
January 2025.