A study published by Hostinger reveals that 92% of French people want to be explicitly informed when they interact with artificial intelligence, on the eve of the entry into force of a new part of the European regulation on AI which imposes precisely this transparency.
A trust that remains tied to human contact
Conducted by the FLASHS Institute, the survey reveals a significant gap between the increasing deployment of AI assistants in customer service and their perception by users, who still largely prefer human contact. For more transactional requests, such as tracking an online purchase or managing a subscription, artificial intelligence is, however, better accepted by those surveyed.
Léa Paolacci, head of the news division at FLASHS, points out that while artificial intelligence is often presented as a way to simplify customer relations, the new European rules on transparency remind us that beyond the performance of these tools, it is also the trust of users that remains at stake.
Being able to contact a human being remains a strong expectation.
The study highlights that the French remain very attached to knowing precisely who they are dealing with, as well as the possibility of contacting a human advisor when they feel the need, regardless of the technical performance of automated tools.
This study comes as the European Union has been applying a new part of its AI Act since August 2nd, imposing increased transparency on the use of artificial intelligence in many services, a measure which, according to the authors of the study, responds to a massive expectation from French consumers.
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