Summary
- 65% of Brazilians accept AI in financial aid, but confidence in autonomous decisions is low.
- The study also reveals that consumers prefer AI that uses simple language and is transparent about decision rules and parameters.
- Banks are integrating AI with summaries and chatbots to improve customer experience and increase trust.
Almost seven in ten Brazilian consumers accept that artificial intelligence helps in their relationship with money. On the other hand, among those accustomed to AI, only 14% would accept it making decisions on its own, autonomously. This is what a survey commissioned by Itaú Unibanco and conducted by Consumoteca, released today during an event in São Paulo, shows.
Anthropologist Michel Alcoforado, responsible for the study, assessed that Brazilians want to talk about money with “someone” who is not a person. Here, I comment: chatbots, with the ability to emulate human conversations, fit like a glove to generate this type of interaction.
Several banks have made moves towards integrating artificial intelligence. Some already place summaries on the app’s home screen with highlights of the moment, personalized for each customer. Others offer AI chatbots to help with various queries.
Perhaps the most important slide for those who enjoy technology is the one below, which maps out exactly what would make the customer trust AI, in the context of their relationship with money:
- 40%: simple language, speaking in a way that I understand
- 39%: know the rules that govern AI
- 38%: know the parameters used by AI for decision making
- 36%: see other people’s results
- 36%: have the guarantee that there is a team of experts behind
- 30%: see results compatible with the market average
The Consumoteca survey was carried out with 5 thousand respondents across the country, divided into approximately half between 18 and 29 years old, and the other half with people over 29 years old.
Thássius Veloso traveled to São Paulo at the invitation of Itaú
Source: https://tecnoblog.net/noticias/brasileiros-aceitam-ia-nas-financas-mas-somente-como-copiloto/
