2025年消费者采用AI报告（英）

2025 Consumer Adoption of AI ReportUnderstanding changing attitudes to technology Introduction Artificial intelligence makes the headlines daily. But while we’re all reading about AI, how many of us are using it? This report aims to quantify both consumer openness to AI and their adoption of the technology. We’re especially interested in consumer sentiment towards brands using AI, and their likelihood to engage with AI during shopping journeys. Benchmarking against multi-market data from 2024, we can see that consumer readiness for AI in retail is increasing, driven by greater familiarity – and a growing belief that AI has the potential to improve customer experience. However, trust and ethical considerations remain important factors shaping adoption. Survey sampleThe data in this report comes from two multi-market surveys of 5,000 consumers aged 18-67 residing in the US, UK, Canada and Australia. The research was conducted on the Attest platform during January 2025. How consumers are using AI in 202552% have used ChatGPT30% have used Google Gemini47% are likely to use Gen AI tools to research purchases43% trust information from an AI toolthink AI can improve the customer experience27% use Gen AI at least half the time they do an internet search31% are likely to use an AI assistant or chatbot54% Consumers are feeling more positive about brands using AI Only a year has passed since we last polled consumers about brands using AI technology but rapid advancement has taken place in that time. Most businesses have begun integrating AI into their operations and many consumers have had the chance to experience it – be it interacting with AI-powered customer service or receiving personalized product recommendations. As consumers become more familiar with AI in retail, some fears around the technology are abating, while more people are starting to see the benefits. A primary concern in 2024 was that brands using AI would result in people losing their jobs but this worry is starting to decline. Today, 57% of consumers are worried about job losses (down from 59%). Concern about this issue has most decreased among UK consumers. Following a -5 point decline to 54%, the UK is the market least worried about losing jobs to AI.Top 5 disadvantages of brands using AITop 5 disadvantages of brands using AILoss 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%Meanwhile, objection to brands using AI-generated models in their ads is also declining. The percentage of consumers who say they are not ok with it has dropped from 49% to 46%. Canadian consumers have had the biggest change of heart, with a -5 point decline in objection. Consumers have a growing belief that AI will improve two key aspects of retail; following a +4 point increase, 31% think it can provide a better customer experience, while 29% believe AI means better personalization (a +3 point increase