Ep. 171 - Concerns About Fraud Drive AI Investment

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Recent study results are identifying where AI is being put to work and how customers and end users are reacting to its use. Sheryl Kingstone, head of the experiences team, returns to look at the Voice of the Connected User Landscape: Connected Customer, Disruptive Experiences 2024 study with host Eric Hanselman. This longitudinal study tracks changes in attitude and use of AI. While there is significant use of AI, there are strong differences between generations across the study. One of the questions the study raises is how users will work with AI capabilities that are integrated into products and services. There has been a slight positive shift in attitudes as there is more practical use in writing assistance and content creation. Enterprises are starting to integrate traditional AI techniques, such as machine learning, with generative AI capabilities and having success in customer service applications. It’s a complex landscape that impacts how AI will be viewed and leveraged.