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Digital Innovators: Artificial Intelligence

April 2021

Using the Digital Consumer Survey and Voice of the Industry: Digital Survey, this report explores what consumers and industry experts think about artificial intelligence, including concerns such as data exploitation, and advantages such as increasing efficiency and innovation. Case studies underline the developments. Topics explored include emerging technologies like robots, virtual reality in the car and education robots.

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Key Findings

Data policy may become more restrictive as the amount of data available grows

The more data companies can gather and process, the better will become the algorithms and thus the effectiveness of artificial intelligence in many areas. With every extra data point gathered, however, the consumer becomes more transparent, leading to concerns about companies’ use of their data, and the likelihood of legislation to govern such usage.

COVID-19 forces companies towards AI and robotics

The ongoing pandemic has significantly reduced human-to-human contact and may have a lasting impact on how consumers shop in a post-pandemic era. E-commerce is developing into a dominant force in commerce, forcing companies to use artificial intelligent solutions more widely to meet the demands of consumers.

Effective use of AI requires significant investment, with returns not guaranteed

Industry experts agree that AI is crucial, but implementation can be tricky. The lack of a guaranteed return on investment in the rapidly changing world of artificial intelligence might discourage players from investing in artificial intelligence applications. In-house expertise in the area tends to be limited, requiring companies either to develop such skills internally, or buy in from third parties.

AI will find applications across numerous industries

From food to consumer electronics to retail, and from healthcare to financial services, AI is affecting every industry already, and its impact will increase much further in the coming years. The main reasons to use AI are to improve efficiency, foster innovation and to personalise products.

Introduction

Scope of Digital Consumer
Key findings
What is AI and what are the key applications
AI showed the biggest growth compared to previous year’s survey
Data security concerns hinder growth: potential corporate misuse
Data security concerns hinder growth of AI: potential criminal misuse
Extinction of the middle man?
Artificial intelligence is affecting almost every industry
Case study: AI for a more sustainable food and drink ingredient mix
Case study: Picnic BV – AI allows agility in delivering online grocery order
Case study: AI to revolutionise the in-car experience
Case study: AI to fight food waste problem while providing good deals
Case study: AI to facilitate payment and analyse spending patterns
Case study: Sky Q provides more flexibility to the consumer
Case study: Walmart leverages AI to offer consumers two-hour delivery
Few dispute the potential of AI to impact business
Implementation is not straightforward
Will be AI be the new internet?
COVID-19 as a door opener for AI use cases
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