More Americans are worried about the loss of personal interaction due to AI than the potential loss of their jobs.
Television and home video editor Ty Pendlebury joined CNET Australia in 2006 and moved to New York to be part of CNET in 2011. He tests, reviews and writes about the latest televisions and audio equipment. When he’s not playing Call of Duty, he eats whatever cuisine he can get his hands on. He has a cat named after one of the best TVs ever made.
Skill Ty has worked for radio, print and online publications and written about home entertainment since 2004. He is an avid record collector and music streaming enthusiast. Credentials
- Ty was nominated for Best New Journalist at the Australian IT Journalism Awards, but he’s only ever won one thing. As a youth, he got a free shoot for a local supermarket’s photography studio.
Google Gemini is the most reliable AI Platform among its competitors, but many people still have concerns about the technology, according to a U.S. Customer Satisfaction Index survey released Thursday.
In the ACSI results, AI received an overall customer satisfaction score of 73 on a scale of 0 to 100, which the authors say is slightly lower than social media (74), airlines and mortgage lenders, but in line with energy utilities.
Among the five platforms mentioned in the survey, Google Gemini led with 76, followed by Microsoft Copilot (74), Claude And ChatGPT (both 73), and Grok And Perplexity (both 71). Meanwhile, TikTok (77) and YouTube (78) both performed better than AI platforms.
Gemini is one of the most prolific AI services, with access via smart speakers, Televisions, phones And computerswhile most ChatGPT users access the AI tool through the ChatGPT website or mobile app, and Grok through the X social media platform.
The ACSI poll found that 43% of respondents said reduced human-to-human interaction was their top concern, followed by job loss for future generations (37%) and their own occupational risk (31%), based on interviews with 2,711 U.S. adults.
Baby boomers are the most skeptical generation in the survey, with 35% saying they are very concerned about the effects of AI, compared to just 6% who view it extremely favorably.
Disconnect between AI adoption and perception
While platforms like ChatGPT boast up to 1 billion weekly users, there is still a disconnect between AI adoption and public perception, driven by concerns about privacy, the spread of misinformation, and job loss.
“Consumers have spent the last decade learning to distrust how social media platforms handle their data, and AI privacy findings suggest they are perpetuating that skepticism,” said Forrest Morgeson, associate professor of marketing at Michigan State University and director of research emeritus at ACSI.
21% of respondents say they are “extremely supportive” of AI, while an equal share of 21% say they are “very concerned about the consequences.”
These results align with another poll released by YouGov this week, which found that only 29% think the positive effects of AI outweigh the negative effects, while 36% think its net effects are negative.
It’s worth noting that more than half of those surveyed (56%) had no recent experience with AI, but of the 44% who did, half of them used AI at least once a day, and this usage increased among people earning more than $100,000 per year.
Last month, an NBC poll suggested that AI was one of the least popular things in America, but was still more popular than the Democratic Party.
Television and home video editor Ty Pendlebury joined CNET Australia in 2006 and moved to New York to be part of CNET in 2011. He tests, reviews and writes about the latest televisions and audio equipment. When he’s not playing Call of Duty, he eats whatever cuisine he can get his hands on. He has a cat named after one of the best TVs ever made. See full bio
