CA-TALKDESK
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
33 Innovators Join Morgan Stanley Inclusive & Sustainable Ventures Cohort15.9.2025 14:08:00 CEST | Press release
Accelerator’s expanded focus includes sustainable solutions and support for nonprofits 2025 cohort comprised of 33 early-stage innovators from the Americas and EMEA Five-month program to provide founders with $250,000 (£250,000), as well as mentorship and growth resources Morgan Stanley (NYSE: MS) today announced the global cohort of its Inclusive & Sustainable Ventures (MSISV). With founders from the Americas and Europe, the Middle East and Africa (EMEA), the 2025 MSISV cohort will support 29 startups in its Lab and four emerging nonprofits in its Collaborative, two in-house accelerators that will run over the next five months. Selected from thousands of applications, the 33 organizations will engage in a tailored entrepreneurship curriculum and receive mentorship and business-growth resources from Morgan Stanley’s ecosystem of internal and external partners. The firm will invest $250,000 (£250,000 in EMEA) in each startup and provide each nonprofit with a $250,000 grant. “Morgan Stan
Helmholtz Munich and Parse Biosciences GigaLab Generate World’s Largest Human Lung Tissue Perturbation Atlas15.9.2025 14:00:00 CEST | Press release
Researchers aim to identify cellular circuit mechanisms and generate a dataset to fuel AI-driven foundational research of lung biology Helmholtz Munich and Parse Biosciences today announced a strategic partnership to generate the world’s broadest lung disease perturbation atlas, powered by Parse Biosciences’ GigaLab platform. Using a human lung ex-vivo tissue slice culture model from normal control donor lungs as well as explant lung tissues from patients with chronic lung disease, the study aims to identify novel targets and cell circuits in lung health and disease by characterizing disease-specific responses of cells to 900 pharmacological interventions. Prof Herbert Schiller, Director of Helmholtz Munich’s Precision Regenerative Medicine Research Unit, and a leading researcher on lung biology and disease, will head this ambitious initiative. “Measuring the effects of drug treatments at single cell level directly in human lung tissue at scale, will help us to find strategies that imp
AmTrust Financial Services and Blackstone Credit & Insurance Enter Into Strategic Transaction for AmTrust’s Global MGA and Fee Businesses15.9.2025 14:00:00 CEST | Press release
Strategic Transaction Unlocks Value for AmTrust and Positions Global MGA and Fee Businesses for Accelerated GrowthAmTrust President Adam Karkowsky to Leave to Become Chairman and CEO of New Multinational MGA Platform AmTrust Financial Services, Inc. (“AmTrust” or the “Company”), a global specialty property casualty insurer, and Blackstone Credit & Insurance (“BXCI”), today announced a definitive agreement under which AmTrust and funds managed by BXCI will partner in the spin-off of certain of AmTrust’s Managing General Agencies (“MGAs”) and fee businesses in the U.S., United Kingdom, and Continental Europe into a new, independent company. AmTrust and the newly formed company will enter into a ten-year capacity agreement through which AmTrust will remain underwriter of the existing books of business offered through the MGAs. The agreement includes seven AmTrust subsidiaries: ANV, Risico, Collegiate, AmTrust Nordic, Arc Legal, Qualis, and Abacus. These businesses provide diverse risk and
Red Sea Global Unveils Shura Island: A New Era of Luxury Tourism Begins This September15.9.2025 13:30:00 CEST | Press release
- Iconic brands SLS, EDITION, and InterContinental prepare to welcome first guests to the heart of The Red Sea - Shura Links, the championship 18-hole golf course, is also set to welcome players, offering a world-class golfing experience - Shura Island is also host to a collection of exclusive homes, offering a rare opportunity to own part of the luxury destination Red Sea Global (RSG), the developer behind regenerative tourism destinations The Red Sea and AMAALA, has announced that the first resorts and attractions on Shura Island will begin opening to guests in the coming weeks. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20250915221123/en/ The EDITION Red Sea, opening soon on Shura Island features 240 elegantly designed rooms and suites. Phase one of the launch includes the debut of SLS, EDITION, and InterContinental hotels, along with Shura Links, Saudi Arabia’s first island golf course. This moment marks a major milest
Signifyd Launches Intelligent Returns to Help Retailers Tackle the Growing Returns Challenge15.9.2025 13:14:00 CEST | Press release
New solutions give retailers faster, safer refund capabilities and the insights needed to reduce the cost of returns Commerce protection provider Signifyd today unveiled Intelligent Returns, a two-solution suite designed to help retailers in the UK and Europe tackle the growing complexity and cost of returns. Consumers are clear about what they expect from retailers and in the UK and EU with consumer rights legislation reinforcing those expectations. A Signifyd survey of thousands of shoppers across the UK, Spain, Italy and France found that 77 percent say return policies strongly influence where they shop, while 94 percent say ease of return is essential. Legal protections, however, often leave retailers with limited flexibility to adjust their policies, making it harder to control costs and abuse without risking customer loyalty. This is especially challenging when fewer than half of consumers say they would buy from a retailer that only offers store credit or charges for returns. Si
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