AI customer service giving consumers an error message

A recent survey reveals that a majority of Australians believe artificial intelligence is making customer service worse, with nearly half of respondents expressing concern over the potential increase in scams facilitated by AI. According to the consumer group Choice, only a small fraction of people find AI-enhanced products and services beneficial, while the majority think the technology has negatively impacted their experiences.

Choice's senior campaigns and policy advisor, Jordan Cornelius, warns that AI could lead to a significant shift in power away from consumers, enabling highly personalized surveillance pricing and poor customer service experiences. Furthermore, roughly half of the survey participants believe that the growing use of AI is exacerbating the prevalence of scams.

Cornelius emphasizes the urgent need for stricter regulations and safeguards to protect consumers from the potential harms of AI, as the government strives to introduce standards for AI companies in Australia.