Some Technology Creeps Consumers Out 

Facial recognition, AI are the creepiest

Author: Monica Melton

July 6, 2017

Most people are generally willing to share at least some of their personal data in exchange for better service, but some data collection processes creep them out.

According to a June 2017 survey by RichRelevance, facial recognition is one of the “creepiest” technologies out there. On the other hand, fingerprint scanning for quick payments is less likely to freak out customers.

Along with the use of facial recognition, respondents in the study also registered concern about artificial intelligence (AI) technology choosing and ordering products for them. Only 15% thought this idea was “cool.”

Surprisingly, chatbots weren’t particularly welcomed as an in-store technology. About half of survey respondents were creeped out by the idea of having their customer service questions answered by a chatbot rather than a real person.

The in-store technologies that tend to be seen as the least creepy are those beginning to see widespread use. For example, voice-enabled technology has become relatively common. eMarketer estimates that there will be 60.5 million voice-enabled digital assistant users in the US by the end of this year, equivalent to 22.1% of internet users.

And even among those who haven’t used voice assistants, they may well have seen others using such technology, making the process seem less creepy.