CA-TALKDESK
18.1.2024 15:01:36 CET | Business Wire | Press release
86% of consumers believe retailers should be taking steps to make artificial intelligence (AI) more diverse, equitable, and inclusive (DEI), according to the Talkdesk Bias & Ethical AI in Retail Survey, which provides insight into customer experiences and expectations in the ever-changing world of AI. This belief comes as 64% of shoppers say they have received an AI-powered product recommendation that did not match their preferences, interests, or previous shopping behaviors — a number that is even higher for Hispanic (72%) and Black (69%) shoppers. Meanwhile, 60% of shoppers avoid AI-fueled product recommendations because they are biased or stereotypical.
Talkdesk®, Inc., a global AI-powered contact center leader for enterprises of all sizes, surveyed 1,000 American shoppers, ages 18 to 54+, finding that ethical and transparent use of AI is top of mind. In fact, 44% of respondents worry that AI will make the shopping experience less inclusive because brands aren't deploying it responsibly, with Hispanic (50%) and Asian (52%) consumers most concerned, and only 39% believe retailers take into account diverse communities when using or developing AI products.
Additional findings from the report include:
Transparency is Key With AI and Customer Data Usage
- 87% believe customers should have the right to access and review the data retailers have collected from them.
- 80% of shoppers want retailers to explicitly seek their consent to use their data for AI.
- 80% of shoppers would have more trust in product recommendations if retailers were transparent about their AI use.
- Only 28% of shoppers are confident retailers have proper security measures to protect the data used to inform their AI technology or products.
Where Retailers Should Go From Here
- Listen to what shoppers are saying. 71% have never purchased a recommended product because it makes them feel like a brand is monitoring them, and 45% are fearful their online shopping experience will no longer be personalized because retailers are not practicing responsible AI.
- Listen to what shoppers are expecting. They want brands to start developing internal policies to guide the ethical use of AI (88% agree), monitoring, controlling, and mitigating AI bias (86% agree), as well as developing proactive communications to customers on their AI use and any potential biases in their services (83% agree).
Supporting Quote
Shannon Flanagan, general manager and vice president of Retail & Consumer Goods at Talkdesk, said: “The power of AI is undeniable as retailers increasingly leverage it to build stronger customer relationships and offer a more personalized shopping experience. That being said, without the proper commitment to responsible AI, it could have the power to do the exact opposite. Retailers operate in an environment where every single customer interaction matters. If their AI strategy does not ensure the application of this technology is responsible and ethical, they risk losing their customer base.”
Additional Resources
Learn more about how Talkdesk empowers responsible AI usage through its new suite of Generative AI (GenAI) features that make AI more responsible, accurate, and accessible in the contact center.
About Talkdesk
Talkdesk® is a global cloud contact center leader for enterprises of all sizes. Talkdesk CX Cloud and Industry Experience Clouds help enterprises deliver modern customer service their way. Our trusted, flexible, and innovative contact center platform leverages AI and automation to drive exceptional outcomes for their customers and improve the bottom line. Serving enterprise customers in over 100 countries, we partner with our customers to deliver continuous innovation and breakthrough results. Our unwavering commitment to doing what we say we will do and our investment in the highest levels of security and reliability for our products make us second to none in the industry. Improve customer experiences, increase efficiency, and grow revenue with Talkdesk, a cloud contact center platform built for your industry. Learn more and take a self-guided demo at http://www.talkdesk.com/.
Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.
To view this piece of content from cts.businesswire.com, please give your consent at the top of this page.
View source version on businesswire.com: https://www.businesswire.com/news/home/20240118048803/en/
About Business Wire
Subscribe to releases from Business Wire
Subscribe to all the latest releases from Business Wire by registering your e-mail address below. You can unsubscribe at any time.
Latest releases from Business Wire
Geoswift and SKUx Announce Strategic Partnership to Develop a First-of-Its-Kind Programmable Stablecoin Commerce Network29.6.2026 14:00:00 CEST | Press release
Bridging digital assets, traditional finance, enterprise treasury, and agentic commerce through global programmable money infrastructure Geoswift and SKUx announced a groundbreaking partnership to develop a next-generation programmable stablecoin commerce network. This strategic collaboration bridges digital assets, traditional finance, and real-world commerce at a global scale, representing a "one-of-one" opportunity by combining Geoswift's global infrastructure with SKUx's specialized item-level controls directly within point-of-sale (POS) systems. While enterprise stablecoin usage continues to accelerate globally, governments, enterprises, payment networks, and AI-driven commerce platforms are increasingly seeking programmable payment infrastructure that can bridge digital assets with real-world commerce. The innovation goes far beyond treasury management or even enabling consumers to spend stablecoins at retail locations. Instead, it unlocks true "programmable money" with embedded
Esri Sponsors Smithsonian Exhibition Showcasing Natural and Cultural Objects from All 50 States29.6.2026 14:00:00 CEST | Press release
From These Lands Exhibition Highlights Connections Between People, Place, and Natural World Through Physical Specimens and Digital Maps Esri is the lead sponsor of the Smithsonian's From These Lands exhibition and developed maps powered by ArcGIS and a digital companion to extend engagement beyond the museum. The exhibition features more than 600 specimens and cultural artifacts from all 50 states, Washington, DC, and US territories, drawn from the Smithsonian's National Museum of Natural History's collection of over 148 million objects. Designed around themes of connection, diversity, and discovery, the exhibit explores how landscapes, ecosystems, and cultural traditions shape one another across regions and time. Animated mapping experiences enable visitors to explore topography, biomes, geology, migration patterns, and watersheds, revealing relationships across the continent. ArcGIS StoryMaps transforms the physical exhibit into an accessible digital narrative, extending its reach to
Cartilage Tissue Engineering Heads to Orbit in NSF and NASA-supported Study at the International Space Station29.6.2026 14:00:00 CEST | Press release
UC Irvine researchers use single cell RNA sequencing to study cartilage tissue engineered in microgravity Researchers in the DELTAi Lab at the University of California, Irvine, working with NASA, are using Evercode Cell Fixation to preserve samples aboard the International Space Station as part of a study of cartilage tissue engineering in microgravity. The unprecedented work, part of a National Science Foundation (NSF)-funded grant led by Dr. Wendy Brown and Dr. Kyriacos Athanasiou, announced today by Parse Biosciences, aims to advance treatments for the hundreds of millions of people worldwide affected by cartilage injury. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260629548658/en/ Rachel Nordberg, PhD, from the DELTAi Lab at UC Irvine, prepping the BioServe device before it goes into orbit. Cartilage injuries cause significant pain and disability, and the need for implants that can repair or regenerate damaged tissue
Court Clears Biocytogen’s RenNano® in Landmark Patent Dispute Against Harbour29.6.2026 13:55:00 CEST | Press release
Biocytogen Pharmaceuticals (Beijing) Co., Ltd. ("Biocytogen," SSE: 688796; HKEX: 02315) today announced that it has received a first-instance civil judgment from the Shanghai Intellectual Property Court. The court ruled that Biocytogen did not infringe the relevant patent rights asserted by the plaintiff, Harbour Antibodies BV ("Harbour"), and ordered the plaintiff to bear the litigation costs. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260629347368/en/ Court Clears Biocytogen’s RenNano® in Landmark Patent Dispute Against Harbour The judgment marks a significant first-instance outcome in the litigation and further affirms the independent innovation and intellectual property compliance of Biocytogen's core technology platforms. It also provides greater clarity for existing and prospective partners evaluating the RenNano® platform, reinforcing confidence in the Company's technology platforms and long-term innovation capabi
MANE Selects Kinaxis to Strengthen Global Planning Capabilities29.6.2026 13:00:00 CEST | Press release
Kinaxis Maestro™ platform to provide the digital foundation to strengthen MANE’s global planning capabilities and support its continued planning transformation Kinaxis®(TSX:KXS), a global leader in end-to-end supply chain planning and orchestration, today announced that MANE, one of the top five leading organizations worldwide in the flavours and fragrances industry, has selected Kinaxis to modernize its planning capabilities as it accelerates global growth as part of a broader enterprise-wide transformation initiative. Headquartered in the south of France, with a significant global footprint spanning multiple regions and customers across international markets, MANE is known for its innovation, technical expertise and strong commitment to sustainability. The company is investing in more connected, end-to-end planning capabilities to support continued growth and increasing operational complexity worldwide. Following an extensive evaluation process with major competitors in the market, M
In our pressroom you can read all our latest releases, find our press contacts, images, documents and other relevant information about us.
Visit our pressroom